Job Description

About Hive

Hive 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 Role

Hive’s Customer Success team is the driving force behind long-term customer relationships, spearheading onboarding, adoption, and retention. As a Senior Customer Success Manager, you'll be the ultimate owner of your portfolio's success, orchestrating everything from initial launch to deep, organization-wide adoption of Hive. You'll 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.

Responsibilities

Customer Onboarding and Coaching

• Lead the onboarding process for new accounts
• Lead trainings, webinars, strategy sessions and one-on-one demos to educate customers on Hive platform features
• Provide initial troubleshooting and guidance on common issues, escalating more complex problems to the technical support team.

Ongoing Adoption

• Monitor customer usage data to identify potential areas of concern, intervening with corrective action where appropriate 
• Serve 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 Hive
• Respond to customer questions and issues empathetically and efficiently over Hive’s customer support channel, as needed

Retention and Expansion

• Develop a trusted advisor relationship with key customer stakeholders and empower them to connect their goals with the Hive solution
• Proactively manage the renewal process, identifying and mitigate potential risks to renewal
• Surface expansion opportunities and help drive them to completion

Internal Collaboration and Development 

• Develop and contribute to Customer Success team resources: onboarding guides, presentations, training materials and rollout plans

About you

• 5+ years of B2B SaaS experience in customer success, account management or consulting, working with accounts of all sizes
• Detail-oriented with the ability to project manage, set priorities and stay organized when managing multiple client relationships
• Previous experience of using Project Management / Workplace Collaboration tools as part of your job 
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Demonstrated success in fast-paced and demanding environments
• Strong technical skills or the ability to quickly learn technical concepts
• Entrepreneurial spirit with a healthy dose of humility
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Candidates in the greater NYC metro area preferred

Hive 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.

Benefits

• Competitive salary
• Bonus Eligible
• Equity grant
• Unlimited PTO
• Company 401(k) contribution
• Health and dental insurance
• An annual $1,000 to spend on something nice for yourself or your loved ones
• A 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 

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