SENIOR ACCOUNT MANAGER

Station F; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Hivebrite in New York is hiring an experienced Account Manager / Customer Success Manager to own a portfolio of 70–100 B2B SaaS accounts, driving renewals, upsells, and cross-sells while building executive relationships that position Hivebrite as a trusted partner in achieving customer goals.

You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their objectives.

Qualifications

• 5–10+ years of relevant experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup or scaleup environment.
• Proven track record of meeting or exceeding revenue targets through renewals, upsells, and account expansion.
• Experience with Salesforce for pipeline management, forecasting, and account tracking.
• Demonstrated ability to use AI tools to maximize individual impact and reduce low‑value manual activities.
• Strong commercial acumen — you can identify, qualify, and close opportunities within existing accounts.
• Comfort with product analytics and usage data to inform account strategy and customer conversations.
• Excellent presentation, written, and verbal communication skills.
• Willingness to travel up to 25% for customer visits; if based in the NY tri‑state area, in‑office 1‑2 times per month.

Responsibilities

• Own and manage a portfolio of 70–100 customer accounts, driving renewals, upsells, and cross-sells to meet or exceed quarterly and annual revenue targets.
• Identify and pursue expansion opportunities within assigned accounts by developing strategic account plans aligned to customer objectives and growth potential.
• Build and maintain executive‑level relationships grounded in trust and investment in customer outcomes.
• Negotiate renewals and commercial terms and maintain a reliable forecast in Salesforce.
• Reduce churn by identifying root causes of attrition early and implementing proactive retention strategies.
• Partner with Product, Operations, and Support to deliver a seamless customer experience and demonstrate ROI.
• Lead account reviews that tell a compelling ROI story, connecting platform usage to measurable business impact.

Skills

Account management

Customer success

Sales forecasting

AI tools usage

Commercial acumen

Communication

Data analysis

Strategic planning

Cross-functional collaboration

Travel readiness

Tools

Salesforce

Product analytics

Job description

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.

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 Purpose

In this full‑time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long‑term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross‑sells while building executive‑level relationships that position Hivebrite as a trusted partner in achieving customer goals.

You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their business objectives. Working cross‑functionally with Product, Operations, and Support teams, you will deliver a seamless customer experience while demonstrating ROI and reinforcing the value of our platform at every stage of the customer lifecycle.

Please note: this is a tri‑state based hire, and we have a flexible hybrid model of ~1 time per month in our NYC midtown office.

Job Responsibilities

Customer & Revenue Acumen

• Own and manage a portfolio of 70–100 customer accounts, driving renewals, upsells, and cross‑sells to meet or exceed quarterly and annual revenue targets
• Identify and pursue expansion opportunities within assigned accounts by developing strategic account plans aligned to customer objectives and growth potential
• Build and maintain executive‑level relationships grounded in trust, consistency, and genuine investment in customer outcomes — positioning Hivebrite as a strategic partner, not just a vendor
• Negotiate renewals and commercial terms that balance customer value with company profitability, and maintain a reliable forecast in Salesforce
• Reduce churn by identifying root causes of attrition early and implementing proactive retention strategies

Product Knowledge & Solutioning

• Maintain hands‑on fluency with the Hivebrite platform — enough to demo capabilities, troubleshoot live, and credibly advise customers on getting more value from the product
• Translate customer pain points into tailored, product‑backed solutions that drive measurable outcomes, and identification of expansion and cross‑sell opportunities
• Stay current on the product roadmap and proactively connect upcoming features and technical capabilities (API, SSO, integrations) to customer business objectives

Discovery & Customer Insight

• Partner with customers to define shared goals, objectives, and success criteria, aligning on what good looks like before measuring against it
• Dig past surface‑level feedback to uncover root causes of friction and unmet needs - start with the customer's business goals, not the product
• Monitor product usage and adoption data to proactively identify at‑risk accounts, expansion signals, and underutilization before customers raise it themselves
• Lead account reviews that tell a compelling ROI story - connecting platform usage to measurable business impact and surfacing where there's more value to unlock
• Act as the voice of the customer, translating friction and feedback into actionable insight for Product, Ops, and Onboarding

AI & Automation

• Leverage AI tools daily to shift time from admin to strategy - account planning, business review prep, interaction synthesis, and responding to customer questions at scale
• Use AI‑generated signals (health scores, churn risk, whitespace) to prioritize your book and inform strategic account plans alongside your own judgment
• Design and execute digital touch strategies - personalized email sequences, automated check‑ins, and scaled outreach to maintain meaningful customer engagement across your entire portfolio

Job Qualifications

This is a flexible hybrid position - you must be able and willing to commute to a NYC midtown office ~1x per month. Applicants will only be considered in New York, New Jersey, and Connecticut for this role.

Qualifications

• 5–10+ years of relevant experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup or scaleup environment
• Proven track record of meeting or exceeding revenue targets through renewals, upsells, and account expansion
• Experience with Salesforce for pipeline management, forecasting, and account tracking
• Demonstrated ability to use AI tools to maximize individual impact and reduce low‑value manual activities
• Strong commercial acumen — you can identify, qualify, and close opportunities within existing accounts
• Comfort with product analytics and usage data to inform account strategy and customer conversations
• Outstanding critical thinking and problem‑solving skills
• Excellent presentation, written, and verbal communication skills
• Ability to prioritize, multi‑task, and perform effectively under pressure in a fast‑paced environment
• Willingness to work within ambiguity and adapt to changing business needs
• Results‑driven mindset with a focus on measurable impact and team success
• Willingness to travel up to 25% for customer visits; if based in the NY tri‑state area, in‑office 1‑2 times per month

Preferred Qualifications

• Knowledge of discovery and account management methodologies such as SPICED
• Experience working with a multi‑cultural, globally distributed team
• Knowledge of the online community management space

Additional Information

• Contract Type: Full‑Time
• Location: New York
• Possible partial remote