Senior Customer Success Manager (US)

Hiver, Inc.; San Francisco (CA); Teletrabalho; USD 135 000 - 155 000; Tempo integral

Resumo da oferta

Hiver, Inc. in San Francisco, CA, is seeking a Senior Customer Success Manager for a US-focused portfolio. You will own onboarding, design AI-powered workflows, and guide mid-market accounts to measurable ROI while aligning with product and engineering teams.

This hands-on, revenue-driven role requires strong API fluency, dashboards, and an expansion mindset to grow accounts through renewals and upsell.

Qualificações

• 5+ years in SaaS customer success or related role.
• Technical fluency with APIs, webhooks, and integrations.
• Experience designing AI-assisted workflows.
• Ability to build dashboards and quantify impact.
• Excellent executive communication.

Responsabilidades

• Onboard and guide 40-50 Mid-Market US accounts end-to-end.
• Design and deploy AI-powered workflows and integrations.
• Create ROI-focused business cases and expansion plans.
• Develop Success Plans linking deliverables to outcomes.
• Lead business reviews and align with product/engineering.
• Collaborate with Account Management to drive expansion.
• Provide multi-threaded stakeholder management.

Conhecimentos

APIs & Integrations

AI fluency

Reporting & analytics

Executive communication

Customer success leadership

Ferramentas

BI tools

SQL

APIs

Descrição da oferta de emprego

Senior Customer Success Manager (US)

Department: Customer Success

Employment Type: Full Time

Location: San Francisco- Remote

Compensation: $135,000 - $155,000 / year

Description

Location: Remote — San Francisco Bay Area Resident Required

About us:

Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.

We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.

Opportunity:

Hiver helps modern support teams deliver fast, personal service across email, chat, WhatsApp, voice, and help center, all from within Gmail. As a Senior CSM, you'll own a portfolio of 40-50 Mid-Market accounts in the US. You'll be the person who turns Hiver into measurable business outcomes for them.

This is a hands‑on, technical, and revenue‑driven role. You'll onboard customers, then design and deploy robust solutions, including AI‑powered workflows, that change how they operate. Then you'll turn those results into ROI stories that drive expansion. You won't just manage relationships. You'll build solutions that earn growth.

Key Responsibilities

What will you do?

• Lead customer onboarding end to end: run kickoff, gather requirements, and take accounts through go‑live and early adoption so they reach first value quickly.
• Scope, design, and deploy tailored Hiver solutions, including AI‑powered workflows for triage, routing, tagging, summarization, and response assistance.
• Configure automations, SLAs, and multi‑channel setups that move customers from manual processes to scalable, AI‑assisted operations.
• Partner with customers' technical teams on API and integration use cases (CRM, e‑commerce, ticketing, and internal systems).
• Build reporting and dashboards that establish baselines and track the operational impact of every deployment.

• Define success metrics with customers upfront, then measure and document the outcomes delivered, such as response time, resolution rate, agent productivity, and cost per ticket.
• Turn proven results into business cases that drive seat growth, plan upgrades, AI add‑ons, and new channel adoption.
• Build Success Plans that connect deliverables to outcomes, and outcomes to increased spend.
• Own an expansion and retention target, working with Account Management to bring expansion opportunities to close.

• Build multi‑threaded relationships from frontline managers to executive sponsors.
• Lead outcome‑focused business reviews that show realized ROI and a roadmap for what's next.
• Act as the link between US customers and Product and Engineering teams in India, bringing structured feedback that shapes the roadmap.

Key Requirements

What we're looking for?

• 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company. CX, support, or analytics platforms are strongly preferred.
• Technical fluency: You're comfortable with APIs, webhooks, and integrations. You can scope a technical solution and speak credibly with IT and engineering stakeholders. An engineering background isn't required.
• AI fluency: You have working knowledge of frontier AI models (e.g., OpenAI, Anthropic, Google), including their capabilities and limits. You have hands‑on experience designing or deploying AI‑assisted workflows.
• Reporting & analytics: You can build dashboards, analyze usage and performance data, and quantify business impact (spreadsheets, BI tools, or SQL are a plus).
• Proven expansion track record: You have grown accounts by tying delivered outcomes to ROI, with demonstrable results in upsell, cross‑sell, and NRR.
• Prescriptive approach: You lead customers to best practices rather than reacting to requests.
• Executive communication: You write and present with clarity to both technical and business audiences.
• Flexibility: You work US business hours, with occasional early mornings for alignment with our India HQ.

Bonus Points

• Experience at an AI‑first CX or support platform
• Background moving from Solutions Engineering or Sales into Customer Success
• Experience with shared inbox, helpdesk, or omnichannel support tools