Senior Customer Success Manager

Hive; New York (NY); Hybrid; USD 120,000 - 140,000; Full time

Job summary

Join a fast-growing startup that is revolutionizing project management with AI-driven solutions. As a Senior Customer Success Manager, you will play a pivotal role in nurturing long-term customer relationships, ensuring successful onboarding, and driving adoption of innovative tools. This hybrid position in New York offers a dynamic environment where your skills in relationship building and technical understanding will shine. With a commitment to diversity and inclusion, the company fosters a culture where your contributions will directly impact customer success and satisfaction. Embrace the opportunity to be part of an inspiring team dedicated to helping clients achieve their goals.

Benefits

Annual Bonus

Stock options

Unlimited PTO

401(k) contribution

Health insurance

Dental insurance

Work from Home stipend

$1,000 annual personal spend

$100 monthly personal treatment allowance

Qualifications

• 5+ years in customer success or account management.
• Strong skills in managing multiple client relationships.
• Ability to learn technical concepts quickly.

Responsibilities

• Lead onboarding and training for new accounts.
• Monitor customer usage data and advocate for their needs.
• Manage renewal processes and identify expansion opportunities.

Skills

B2B SaaS experience

Customer success

Account management

Project Management tools

Presentation skills

Technical skills

Detail-oriented

Customer empathy

Tools

Project Management software

Job description

This range is provided by Hive. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00/yr - $140,000.00/yr

Additional compensation types

Annual Bonus and Stock options

About Hive

Hive is one of the fastest growing startups in the Project Management arena, helping teams at leading companies like Marriott, United Airlines and Google move faster with our AI-powered Project Management platform.

About the Role

Hive’s Customer Success team is the driving force behind long-term customer relationships, spearheading onboarding, adoption, and retention. As a Senior Customer Success Manager, you'll be the ultimate owner of your portfolio's success, orchestrating everything from initial launch to deep, organization-wide adoption of Hive. You'll also be instrumental in identifying opportunities to grow our partnerships and ensure Hive becomes an indispensable asset for our customers.

The ideal Senior Customer Success Manager is a skilled relationship builder who can engage with everyone from C-level executives to front-line users. They possess a powerful blend of deep customer empathy, the ability to translate adoption data into actionable strategies, and commercial acumen. Above all, they are action-oriented and demonstrate accountability in driving customer success.

This is a hybrid role based in New York with preference for candidates who will commit to 3 days per week in our Manhattan office.

Responsibilities

Customer Onboarding and Coaching

• Lead the onboarding process for new accounts
• Lead trainings, webinars, strategy sessions and one-on-one demos to educate customers on Hive platform features
• Provide initial troubleshooting and guidance on common issues, escalating more complex problems to the technical support team.

Ongoing Adoption

• Monitor customer usage data to identify potential areas of concern, intervening with corrective action where appropriate
• Serve as the voice of the customer internally, advocating for their needs and providing feedback to Product and other teams.
• Collaborate with our customer marketing team to promote Hive’s capabilities and foster product adoption
• Nurture relationships with customer champions to ensure their organization is meeting its objectives with Hive
• Respond to customer questions and issues empathetically and efficiently over Hive’s customer support channel, as needed

Retention and Expansion

• Develop a trusted advisor relationship with key customer stakeholders and empower them to connect their goals with the Hive solution
• Proactively manage the renewal process, identifying and mitigate potential risks to renewal
• Surface expansion opportunities and help drive them to completion

Internal Collaboration and Development

• Develop and contribute to Customer Success team resources: onboarding guides, presentations, training materials and rollout plans

About you

• 5+ years of B2B SaaS experience in customer success, account management or consulting, working with accounts of all sizes
• Detail-oriented with the ability to project manage, set priorities and stay organized when managing multiple client relationships
• Previous experience of using Project Management / Workplace Collaboration tools as part of your job
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Demonstrated success in fast-paced and demanding environments
• Strong technical skills or the ability to quickly learn technical concepts
• Entrepreneurial spirit with a healthy dose of humility
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Candidates in the greater NYC metro area preferred

Hive encourages applications from all backgrounds and we are committed to building a team that is made up of diverse skills, experiences, and abilities. We are committed to diversity, equality, and inclusion in our workforce.

• Bonus Eligible
• Equity grant
• Unlimited PTO
• Company 401(k) contribution
• Health and dental insurance
• An annual $1,000 to spend on something nice for yourself or your loved ones
• A monthly $100 amount to spend on a personal treatment or activity (not related to work)
• A Work From Home stipend of $500 to purchase work related equipment

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

Referrals increase your chances of interviewing at Hive by 2x

Get notified about new Customer Success Manager jobs in New York, NY.

New York City Metropolitan Area 4 weeks ago

Customer Relationship Management Specialist

New York City Metropolitan Area $70,000.00-$85,000.00 3 weeks ago

New York, NY $120,000.00-$150,000.00 2 months ago

New York City Metropolitan Area $90,000.00-$115,000.00 2 days ago

New York, NY $65,000.00-$90,000.00 4 weeks ago

Manager, Customer Service Training & Quality

Customer Success Manager (Commercial/Mid-Market)

New York City Metropolitan Area 2 months ago

Customer Success Manager, AI Partnerships

New York, NY $159,000.00-$223,000.00 2 weeks ago

New York City Metropolitan Area $65,000.00-$80,000.00 2 weeks ago

New York, NY $110,000.00-$130,000.00 2 weeks ago

New York, NY $85,000.00-$140,000.00 2 months ago

New York, NY $100,000.00-$140,000.00 4 weeks ago

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