About the job
Role : Director - Customer Success Manager
About Us
Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We’re a top-rated product on G2 and rank very highly on customer satisfaction.
At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $22 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.
Opportunity
As the Director of Customer Success, you will play a pivotal role in driving customer satisfaction, retention, and growth at Hiver. You will lead and oversee the Customer Success team, ensuring that our customers achieve their business objectives through the successful adoption and utilization of our products and services.
What you’ll be working on?
Team Leadership: Build, mentor, and inspire a high-performing Customer Success team.
Strategy Development: Develop and implement customer success strategies aligned with company objectives.
Customer Advocacy: Serve as the voice of the customer, advocating for their needs across the organization.
Customer Onboarding: Ensure a smooth and efficient customer onboarding process.
Account Management: Build and maintain strong relationships with key customers.
Renewal & Upsell: Drive customer renewals and identify opportunities for upsells and cross-sells.
Churn Reduction: Develop strategies to reduce customer churn and increase customer lifetime value.
Metrics & Reporting: Track and analyze customer success metrics to measure performance and identify areas for improvement.
Process Improvement: Continuously evaluate and improve customer success processes and tools.
Cross-Functional Collaboration: Collaborate with other teams to ensure a seamless customer experience.
Customer Feedback: Gather and analyze customer feedback to inform product development and service enhancements.
Escalation Management: Handle customer escalations effectively and maintain strong relationships.
What are we looking for?
About Us
Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We’re a top-rated product on G2 and rank very highly on customer satisfaction.
At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $22 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.
Opportunity
As the Director of Customer Success, you will play a pivotal role in driving customer satisfaction, retention, and growth at Hiver. You will lead and oversee the Customer Success team, ensuring that our customers achieve their business objectives through the successful adoption and utilization of our products and services.
What you’ll be working on?
Team Leadership: Build, mentor, and inspire a high-performing Customer Success team.
Strategy Development: Develop and implement customer success strategies aligned with company objectives.
Customer Advocacy: Serve as the voice of the customer, advocating for their needs across the organization.
Customer Onboarding: Ensure a smooth and efficient customer onboarding process.
Account Management: Build and maintain strong relationships with key customers.
Renewal & Upsell: Drive customer renewals and identify opportunities for upsells and cross-sells.
Churn Reduction: Develop strategies to reduce customer churn and increase customer lifetime value.
Metrics & Reporting: Track and analyze customer success metrics to measure performance and identify areas for improvement.
Process Improvement: Continuously evaluate and improve customer success processes and tools.
Cross-Functional Collaboration: Collaborate with other teams to ensure a seamless customer experience.
Customer Feedback: Gather and analyze customer feedback to inform product development and service enhancements.
Escalation Management: Handle customer escalations effectively and maintain strong relationships.
What are we looking for?
- Bachelor's degree in Business, Marketing, or a related field; MBA or equivalent experience is preferred.
- Minimum of 8-10 years of experience in Customer Success, Account Management, or a related field, with at least 3-5 years in a team management role.
- Must have handled a team of 6-7 CSMs
- Experience in handling US accounts is mandatory.
- Experience in SAAS is mandatory, with a strong understanding of customer needs and challenges in this space.
- Proven ability to lead and inspire a team, with experience in developing and scaling Customer Success functions.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders at all levels.
- Strong analytical and strategic thinking skills, with the ability to develop and execute long-term customer success strategies.
- Passion for delivering exceptional customer experiences and driving customer success.
- Familiarity with Customer Success software (e.g., Gainsight) and CRM systems (e.g., Hubspot) is a plus.
- Strong problem-solving skills, with the ability to navigate complex customer issues and find effective solutions.
- Join the Winning Hive! WAW and ETHR victories under our wings, we're not just winning awards; we're shaping a culture that celebrates excellence. Your journey here is not just a career; it's a winning adventure!
- People First, Always! We're not just about products and profits; we're advocates for the long game - where people take the spotlight. Dive into a workplace where culture is our crown jewel. Don't just take our word for it; check out the reviews on Glassdoor!
- Freedom & Responsibility - Spread Your Wings!
- Entrepreneurial Team Spirit! hive that thrives!
- Exponential Growth Awaits!
- Wellness Matters - Body & Mind!
