Customer Success Director: Post-Sale & Growth

HiveWatch, Inc.; El Segundo (CA); Hybrid; USD 155,000 - 175,000; Full time

Benefits offered by this job

Health coverage

Equity incentive plan

4% 401(k) company match (starting 2026

Flexible PTO

On-site HQ on Main Street, El Segundo

Job summary

HiveWatch is seeking a Customer Success Director to own the entire post-sale experience across our customer base. You will lead a team of 4–6, partnering with product, engineering, and sales to ensure value delivery and renewal across enterprise and mid-market deployments.

Ideal candidates have 8+ years in CS, strong leadership, and hands-on experience building scalable post-sale processes with data-driven decision making. The role requires travel to customer sites from our El Segundo, CA office.

Qualifications

• 8+ years in customer success, account management, or post-sale in B2B SaaS
• Direct people management experience is required
• Built or significantly improved post-sale processes
• Experience serving both enterprise and mid-market customers
• Strong cross-functional communication with product, engineering, and sales
• Experience evaluating enterprise CS tools (Gainsight, Totango, ChurnZero)
• Analytical and data-driven with KPI dashboards and metrics
• Based in or willing to work from El Segundo, CA with travel

Responsibilities

• Lead and develop a team of 4–6 in customer success, account management, implementation, and support
• Define ownership, accountability, and growth paths across functions
• Create a culture of customer obsession, continuous improvement and disciplined execution
• Diagnose post-sale operations and build a clear improvement roadmap
• Define scalable onboarding, implementation, health, renewal, and support processes
• Mature account health framework with metrics, tooling, and early warning signals
• Advise on product feedback and priority based on customer needs
• Travel to engage on-site with strategic accounts

Skills

Leadership experience

Cross-functional collaboration

Data-driven decision making

Enterprise + mid-market CS

CS tooling experience

Travel readiness & office-based work

Tools

Gainsight

Totango

ChurnZero

Job description

HiveWatch is seeking a Customer Success Director to own the entire post-sale experience across our customer base. You will lead a team of 4–6, partnering with product, engineering, and sales to ensure value delivery and renewal across enterprise and mid-market deployments.

Ideal candidates have 8+ years in CS, strong leadership, and hands-on experience building scalable post-sale processes with data-driven decision making. The role requires travel to customer sites from our El Segundo, CA office.