Senior AI-Driven Customer Success Manager

Hiver; San Francisco (CA); On-site; USD 100,000 - 150,000; Full time

Job summary

Hiver is seeking a Senior Customer Success Manager to own a US portfolio of 60–75 SMB and Mid-Market accounts from San Francisco. You will onboard customers, design AI-powered workflows, and drive measurable ROI through tailored solutions and proactive engagement.

You will lead multi-channel deployments, track success metrics, and partner with Product and Engineering to refine the platform. The role blends technical acumen with business impact in a fast-paced SaaS environment.

Qualifications

• 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company.
• Technical fluency with APIs, webhooks, and integrations.
• AI fluency with frontier AI models and AI-assisted workflows.
• Ability to build dashboards and quantify business impact.
• Proven expansion track record with upsell/cross-sell and ROI.
• Executive-level communication with both technical and business audiences.
• Willingness to work US business hours with some early mornings for India HQ alignment.

Responsibilities

• Lead onboarding end to end: kickoff, requirements, go-live, and early adoption to achieve first value.
• Scope, design, and deploy Hiver solutions, including AI-powered workflows for triage, routing, tagging, and response assistance.
• Configure automations, SLAs, and multi-channel setups for scalable operations.
• Collaborate with customers' technical teams on API use cases across CRM, e-commerce, ticketing, and internal systems.
• Build reporting and dashboards to establish baselines and track operational impact.
• Define success metrics with customers and document outcomes like response time, resolution rate, and agent productivity.
• Translate results into business cases driving seat growth, upgrades, AI add-ons, and new channels.
• Create Success Plans linking deliverables to outcomes and increased spend.
• Own expansion and retention targets with Account Management.
• Develop multi-threaded relationships from frontline managers to executive sponsors.
• Lead outcome-focused business reviews showing ROI and a roadmap for what's next.
• Bridge US customers with Product and Engineering teams in India to shape the roadmap.

Job description

Hiver is seeking a Senior Customer Success Manager to own a US portfolio of 60–75 SMB and Mid-Market accounts from San Francisco. You will onboard customers, design AI-powered workflows, and drive measurable ROI through tailored solutions and proactive engagement.

You will lead multi-channel deployments, track success metrics, and partner with Product and Engineering to refine the platform. The role blends technical acumen with business impact in a fast-paced SaaS environment.