Senior CSM: AI-Powered SaaS, ROI & Expansion (US Remote)

Hiver, Inc.; San Francisco (CA); Remote; USD 135,000 - 155,000; Full time

Job summary

Hiver, Inc. in San Francisco is seeking a Senior Customer Success Manager for the US to own a portfolio of 40-50 Mid-Market accounts. You will onboard customers, design and deploy AI-powered workflows, and translate results into ROI stories that drive expansion and retention.

This hands-on role requires technical fluency, AI knowledge, and the ability to partner with Product and Engineering. You will work with US-based customers during business hours, occasionally aligning with our India HQ, and

Qualifications

• 5+ years in Customer Success or related SaaS roles with a track record of outcomes.
• Technical fluency with APIs, webhooks, integrations; able to discuss solutions with IT/engineering.
• AI fluency with knowledge of frontier AI models and implementing AI-powered workflows.
• Ability to build dashboards and quantify business impact using data.
• Proven expansion track record with upsell/c cross-sell and NRR improvements.
• Executive communication and ability to present to technical and business audiences.

Responsibilities

• Onboard customers end-to-end, drive go-live and early adoption for value realization.
• Scope, design, and deploy AI-powered workflows with integrations across channels.
• Configure automations, SLAs, and multi-channel setups to scale operations.
• Collaborate with customers' technical teams on API use cases.
• Build reporting and dashboards to track ROI and operational impact.
• Define success metrics and create business cases to drive expansion.
• Lead multi-level relationships and conduct outcome-focused business reviews.
• Bridge feedback between US customers and Product/Engineering teams in India.

Skills

Customer Success

Technical fluency

AI fluency

Analytics

Executive communication

Relationship management

Tools

APIs & Integrations

Job description

Hiver, Inc. in San Francisco is seeking a Senior Customer Success Manager for the US to own a portfolio of 40-50 Mid-Market accounts. You will onboard customers, design and deploy AI-powered workflows, and translate results into ROI stories that drive expansion and retention.

This hands-on role requires technical fluency, AI knowledge, and the ability to partner with Product and Engineering. You will work with US-based customers during business hours, occasionally aligning with our India HQ, and