ENTERPRISE CUSTOMER SUCCESS MANAGER

STATION F; New York (NY); Hybrid; USD 75,000 - 190,000; Full time

Job summary

STATION F is seeking an Enterprise Customer Success Manager to enhance client relationships and ensure the effective use of the Hivebrite platform. In this remote or hybrid role, you will work with key enterprise clients to drive adoption, renewals, and growth, ensuring alignment with their business goals. The ideal candidate has extensive experience in customer success within a B2B SaaS environment, strong communication skills, and a track record of engaging with C-Level executives. Join our diverse team and contribute to building vibrant communities across various industries.

Qualifications

• 5-10+ years in Customer Success Manager role, particularly in B2B SaaS.
• Experience in developing C-Level relationships and driving success plans.
• Ability to articulate software value and drive revenue through customer engagement.

Responsibilities

• Manage 30-50 Enterprise Customers and develop a success plan.
• Conduct Executive Business Reviews and monitor platform usage.
• Work cross-functionally to drive customer adoption and retention.

Skills

Excellent presentation skills

Cross-functional collaboration

Client relationship management

Critical thinking

Active listening

Tools

Planhat

Zendesk

Confluence

Job description

Join to apply for the ENTERPRISE CUSTOMER SUCCESS MANAGER role at STATION F

Continue with Google Continue with Google

2 days ago Be among the first 25 applicants

Join to apply for the ENTERPRISE CUSTOMER SUCCESS MANAGER role at STATION F

About

Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create vibrant communities.

About

Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than 900 customers worldwide - including Princeton University, Stanford University, and Columbia Business Schools but also WWF or P&G alumni.

We employ more than 100 people across our entities in France, in the US, in the UK, and in APAC, and 30 nationalities are represented in our team!

In 2023, we were awarded Best Hybrid Place to Work by BuiltIn in the US and Choose My Company and HappyIndex at Work in France.

And we have no intention of slowing down!

Job Description

Job Scope

In this full-time role you will work with Hivebrite’s Enterprise customers to ensure they are successful with and receiving value from our platform. This will be done through building key relationships with customer stakeholders across levels of leadership to understand how Hivebrite impacts their business as well as maintaining a Success Plan to ensure alignment with and progress towards their goals, objectives, and KPIs.

You will work cross-functionally at Hivebrite to drive adoption, advise on best practices, and act as the voice of your customers. You will partner closely with the Revenue team to drive retention and growth.

This role reports to the Global Manager of Enterprise Customer Success.

This is a fully remote role unless you are located in the NY tri-state area. If you are NY-based, we have a flexible hybrid model 1-2 times per month.

• We are not accepting applications from those who live outside of the US at this time.
  
  

Job Responsibilities

• Develop a deep understanding of the Hivebrite platform and articulate the value to customer stakeholders at every point in the customer lifecycle
• Own a book of business of 30-50 Enterprise Customers, understand customer contracts and partner with the Revenue team to retain and expand customer ARR
• Nurture relationships with stakeholders across your customer base, build a mutually agreed success plan, and execute on it to meet customer goals
• Meet regularly with customers to uncover new areas of opportunity for expansion and professional services
• Conduct Executive Business Reviews (EBRs) with clients
• Monitor customer platform usage, identify areas for improvement, and drive platform reviews
• Collaborate with Hivebrite Onboarding team to ensure successful community launch and full product adoption
• Leverage Customer Success Platform (Planhat) to follow playbooks and keep a single view of the customer for easy forecasting and reporting to management
• Assist our Support team with escalating key customer concerns
• Develop a deep understanding of the customers’ use case and communicate product feedback to the Product Team
• Be the voice of the customer and liaise with internal teams to ensure customer feedback is effectively addressed
• Domestic and international travel as needed, ideally visiting each customer once per year
• Early morning meetings (before 9am EST) as needed to facilitate discussion with colleagues in the EU
  
  

Job Requirements

• 5-10+ years relevant work experience as a Customer Success Manager / Account Manager/Relationship Manager in a B2B SaaS startup/scaleup role
• Outstanding ability to take a software product and clearly articulate the value of the product to a company
• Exceptional ability to work cross-functionally
• Demonstrated history of success partnering with a renewal and/or expansion team to drive revenue
• Proven ability to develop C-Level relationships and drive a Success Plan at multiple levels of the organization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Willingness to work within ambiguity, both with customers and internally
• Understanding of technical concepts (API, SSO) - this is not a technical role, but you need to be able to align technical concepts to desired business outcomes
• Experience in gaining buy-in and coordinating with internal and external stakeholders
• Excellent presentation, written, and verbal communication skills
• Outstanding critical thinking skills
• Active listener and ability to learn and align technical concepts & features to business needs
  
  

Preferred Qualifications

• Experience working with a multi-cultural team
• Knowledge of online community management space
• Experience leveraging AI to improve task efficiency
• Planhat, Zendesk, Confluence
  
  

Additional Information

• Contract Type: Full-Time
• Location: New York
• Possible full remote

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

Referrals increase your chances of interviewing at STATION F by 2x

Sign in to set job alerts for “Customer Success Manager” roles.

Continue with Google Continue with Google

Continue with Google Continue with Google

New York, NY $98,700 - $120,500 2 days ago

New York, NY $90,000 - $110,000 3 days ago

New York, NY $90,000 - $110,000 3 days ago

New York, NY
$130,000.00
-
$150,000.00
1 week ago

New York, NY
$130,000.00
-
$190,000.00
3 weeks ago

New York, NY
$100,000.00
-
$130,000.00
5 months ago

New York, NY
$75,000.00
-
$80,000.00
2 weeks ago

New York, NY
$80,000.00
-
$120,000.00
1 week ago

New York, NY
$110,000.00
-
$130,000.00
1 month ago

New York, NY
$110,000.00
-
$135,000.00
5 days ago

New York, NY
$71,000.00
-
$105,500.00
2 weeks ago

New York, NY
$129,000.00
-
$160,000.00
3 days ago

Buffalo, NY
$65,000.00
-
$65,000.00
3 days ago

New York, NY
$90,000.00
-
$100,000.00
3 days ago

New York, NY
$100,000.00
-
$120,000.00
2 weeks ago

New York, NY
$100,000.00
-
$115,000.00
4 months ago

New York, United States
$140,000.00
-
$160,000.00
4 days ago

Customer Success Manager, Google Marketing Platform

New York, NY
$103,000.00
-
$148,000.00
2 weeks ago

New York, NY
$75,000.00
-
$99,000.00
5 days ago

New York, NY $150,000 - $200,000 2 weeks ago

New York, NY $70,000 - $80,000 2 weeks ago

New York, NY $100,000 - $160,000 1 week ago

New York, United States $55,000 - $87,000 5 days ago

New York, NY $100,000 - $120,000 2 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.