Senior Customer Success Manager

About HiveHive is one of the fastest growing startups in the Project Management arena, helping teams at leading companies like Marriott, United Airlines and Google move faster with our AI-powered Project Management platform.About the RoleHive's Customer Success team is the driving force behind long-term customer relationships, spearheading onboarding, adoption, and retention. As a Senior Customer Success Manager, youll be the ultimate owner of your portfolios success, orchestrating everything from initial launch to deep, organization-wide adoption of Hive. Youll also be instrumental in identifying opportunities to grow our partnerships and ensure Hive becomes an indispensable asset for our customers.The ideal Senior Customer Success Manager is a skilled relationship builder who can engage with everyone from C-level executives to front-line users. They possess a powerful blend of deep customer empathy, the ability to translate adoption data into actionable strategies, and commercial acumen. Above all, they are action-oriented and demonstrate accountability in driving customer success.This is a hybrid role based in New York with preference for candidates who will commit to 3 days per week in our Manhattan office.ResponsibilitiesCustomer Onboarding and CoachingLead the onboarding process for new accountsLead trainings, webinars, strategy sessions and one-on-one demos to educate customers on Hive platform featuresProvide initial troubleshooting and guidance on common issues, escalating more complex problems to the technical support team.Ongoing AdoptionMonitor customer usage data to identify potential areas of concern, intervening with corrective action where appropriateServe as the voice of the customer internally, advocating for their needs and providing feedback to Product and other teams.Collaborate with our customer marketing team to promote Hive's capabilities and foster product adoption Nurture relationships with customer champions to ensure their organization is meeting its objectives with HiveRespond to customer questions and issues empathetically and efficiently over Hive's customer support channel, as neededRetention and ExpansionDevelop a trusted advisor relationship with key customer stakeholders and empower them to connect their goals with the Hive solutionProactively manage the renewal process, identifying and mitigate potential risks to renewalSurface expansion opportunities and help drive them to completionInternal Collaboration and DevelopmentDevelop and contribute to Customer Success team resources: onboarding guides, presentations, training materials and rollout plansAbout you5+ years of B2B SaaS experience in customer success, account management or consulting, working with accounts of all sizesDetail-oriented with the ability to project manage, set priorities and stay organized when managing multiple client relationshipsPrevious experience of using Project Management / Workplace Collaboration tools as part of your jobStrong customer-facing and presentation skills with the ability to establish credibility with executivesDemonstrated success in fast-paced and demanding environmentsStrong technical skills or the ability to quickly learn technical conceptsEntrepreneurial spirit with a healthy dose of humilityPositive attitude, empathy, and high energyAbility to take initiative and adaptCandidates in the greater NYC metro area preferredHive encourages applications from all backgrounds and we are committed to building a team that is made up of diverse skills, experiences, and abilities. We are committed to diversity, equality, and inclusion in our workforce.BenefitsCompetitive salaryBonus EligibleEquity grant25 days holidayCompany 401(k) contributionHealth and dental insuranceAn annual $1,000 to spend on something nice for yourself or your loved onesA monthly $100 amount to spend on a personal treatment or activity (not related to work)A Work From Home stipend of $500 to purchase work related equipment

Created: 2025-05-04