Customer Success Manager - US (Remote)

Hiver; Bengaluru; Remote; INR 1,200,000 - 2,400,000; Full time

Job summary

A leading customer service platform is seeking a Customer Success Manager to manage a portfolio of US-based accounts. The role focuses on driving revenue retention and expansion while guiding customers through digital transformation. Ideal candidates will have 3-4 years of SaaS experience, especially in customer success, and exceptional communication skills. This position requires collaboration with teams in India and flexibility to work US hours, making it a vital role for customer satisfaction and growth.

Qualifications

• 3–4 years of experience in a Customer Success or Account Management role within a SaaS environment.
• Proven track record of meeting or exceeding expansion and retention targets.
• Ability to lead a portfolio of 60–75 accounts with prescriptive success.
• Deep experience working with US-based customers and understanding their support culture.
• Strong negotiation, written and verbal communication skills.

Responsibilities

• Own a high-impact portfolio of 60–75 accounts in the US.
• Drive Net Revenue Retention (NRR) and ensure world-class adoption.
• Gather and relay customer feedback for product development.
• Collaborate with Product and Engineering teams to advocate for customer needs.

Skills

Customer Success Management

Communication Skills

Negotiation Techniques

Consultative Approach

Job description

*We are looking for candidates who are currently residing in the United States for this role*

About Us

Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.

We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful; and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.

Opportunity

As a Customer Success Manager (CSM) at Hiver, you will own a high-impact portfolio of 60–75 accounts spanning the SMB and Mid-Market segments in the United States. You are the bridge between our customers’ business goals and Hiver’s multi-channel capabilities. This is a revenue-centric role where you aren't just managing relationships—you are driving Net Revenue Retention (NRR). You will be responsible for ensuring world-class adoption, identifying high-value expansion opportunities, and acting as a strategic consultant to help our clients scale their support operations.

What will you be working on?

Strategic Portfolio Management

• Serve as the primary partner for a portfolio of 60–75 US-based accounts, balancing high-velocity engagement with deep-dive strategic consulting.
• Build multi-threaded relationships, moving from frontline managers to C-suite stakeholders to ensure Hiver is core to their tech stack.

AI-Driven Maturity & Strategy

• Guide customers through their digital transformation journey—moving them from legacy, manual email management to an AI-powered, multi-channel ecosystem (Chat, WhatsApp, Voice, and Help Center).
• Conduct Value-Based Reviews to demonstrate ROI and ensure clients are leveraging Hiver’s automation and AI-driven insights to their full potential.

Revenue Expansion & Growth

• Own the expansion quota: Proactively identify, negotiate, and close opportunities for seat growth, feature upgrades, and new channel adoptions.
• Develop "Success Plans" that turn healthy product usage into predictable revenue growth.

Cross-Continental Collaboration

• Act as the vital link between our US customers and our India-based Headquarters.
• Collaborate directly with Product and Engineering teams in India to advocate for customer needs and influence the product roadmap.

Feedback Collection and Product Improvement

• Gather and relay customer feedback to the product development team to help improve Hiver's offerings.
• Act as the voice of the customer, ensuring their needs are considered in product development.

What are we looking for?

• 3–4 years of experience in a Customer Success or Account Management role within a SaaS environment.
• Commercial Mindset: A proven track record of meeting or exceeding expansion and retention targets; you are comfortable owning a revenue quota.
• Consultative Approach: Ability to lead a portfolio of 60–75 accounts with a focus on "prescriptive" success rather than reactive support.
• US Market Expertise: Deep experience working with US-based customers and understanding their support culture and expectations.
• Communication Mastery: Exceptional negotiation techniques and written/verbal communication skills.
• Operational Flexibility: You are comfortable working US business hours, with the flexibility to start your day early as needed for alignment meetings with our India HQ.