Customer Success Manager, HiveWatch

• 3+ years of experience in Customer Success, Account Management, or related customer-facing roles within B2B SaaS or enterprise software companies
• Proven track record managing mid-market to enterprise customers with deal sizes of $100K+ ACV
• Demonstrated success driving customer retention, renewals, and platform adoption in complex SaaS environments
• Strong technical aptitude and ability to quickly learn complex software products; experience working with cloud-based solutions that integrate with on-premise hardware is a plus
• Proficiency with Salesforce and modern Customer Success platforms (Gainsight, ChurnZero, Totango, or similar)
• Strong data analysis skills; comfortable using Excel, building dashboards, and translating data into actionable insights
• Exceptional communication and relationship-building skills; ability to engage confidently with stakeholders at all levels, from end-users to C-suite executives
• Startup DNA: scrappy, adaptable, comfortable with ambiguity, and energized by building in a fast-paced, high-growth environment
• Can-do attitude with a willingness to roll up your sleeves, operate in the gray, and test new approaches as the business evolves
• Intellectually curious and eager to go deep with customers to understand their business challenges, even in industries you may be learning for the first time
• If you thrive in fast-paced startup environments, love solving complex problems, and want to build something meaningful from the ground up, this is the opportunity for you

Desirable

• We are seeking a strategic, results-driven Customer Success Manager to own and grow a portfolio of enterprise customers during a critical growth phase for HiveWatch
• As a Customer Success Manager at HiveWatch, you'll own a $3M+ book of business spanning 10-20 mid-market and enterprise accounts
• You'll be responsible for driving customer retention, platform adoption, expansion opportunities, and delivering program insights that help your customers maximize the value of HiveWatch's AI-powered physical security platform
• This is a high-impact role on a fast-growing team
• You'll partner closely with Account Executives to service strategic accounts, work hand-in-hand with Implementation to ensure seamless onboarding, and collaborate cross-functionally with Product and Engineering to advocate for customer needs
• You'll report initially to the VP of Sales, and to the Manager of Customer Success once that role is filled
• HiveWatch is scaling rapidly and our FY27 goals depend on exceptional customer outcomes and retention
• Customer Retention & Growth:
• Own and manage a portfolio of 10-20 enterprise and mid-market accounts representing $3M+ in ARR
• Drive customer retention (90%+), Net Revenue Retention (NRR), and customer satisfaction across your book of business
• Conduct three Quarterly Business Reviews (QBRs) per customer annually, delivering data-driven insights on platform usage, program performance, and ROI
• Identify expansion opportunities within your accounts and partner with Account Executives to drive upsell and cross-sell motions
• Serve as the primary point of contact and trusted advisor for your customers, building deep relationships with stakeholders from end-users to C-suite executives
• Platform Adoption & Customer Success:
• Drive platform adoption and product usage across your customer base, ensuring customers realize measurable value from HiveWatch's AI-powered physical security platform
• Conduct platform training sessions for customers to increase feature utilization and deepen engagement
• Monitor customer health metrics, proactively identify at-risk accounts, and develop mitigation strategies to prevent churn
• Execute retention lifecycle activities including onboarding support, regular check-ins, executive business reviews, and renewal planning
• Leverage data and analytics to deliver insights that help customers optimize their physical security programs and demonstrate ROI
• Customer Advocacy & Voice of Customer:
• Triage customer issues and escalations, partnering with Support, Product, and Engineering teams to resolve challenges quickly and effectively
• Identify product improvement opportunities based on customer feedback; stack rank priorities and communicate recommendations clearly to internal stakeholders
• Serve as the voice of the customer internally, advocating for customer needs while balancing business priorities
• Build customer advocates and secure references, case studies, and testimonials that support HiveWatch's go-to-market efforts
• Cross-Functional Collaboration:
• Partner closely with Account Executives to service accounts, align on account strategy, and drive renewals and expansions
• Collaborate with the Implementation team to ensure seamless handoffs and successful customer onboarding
• Work with Product and Engineering to communicate customer feedback, prioritize feature requests, and drive product roadmap alignment
• Participate in the development of Customer Success processes, playbooks, and best practices as the function scales from 1 to 7+ CSMs throughout 2026
• Process Execution & Operational Excellence:
• Execute on retention lifecycle processes within Salesforce, tracking customer health, engagement, and renewal status with accuracy and discipline
• Maintain up-to-date account documentation, QBR summaries, and customer interaction logs in Salesforce
• Contribute to the creation of scalable Customer Success processes, playbooks, and operational rhythms as the team grows
• Test, iterate, and build alongside leadership to continuously improve how HiveWatch delivers customer success at scale
• Success Metrics (Year 1):
• Customer Retention: Strong tracked record of influencing renewals and retaining key customers
• Customer Health & Platform Usage: Maintain strong customer health scores and drive measurable increases in platform adoption and feature utilization
• Retention Lifecycle Meetings Completion: Successfully conduct three retention lifecycle business reviews per customer annually, delivering insights that demonstrate value and strengthen customer relationships
• Customer Satisfaction: Multithread at large enterprises, develop strong internal advocates who are willing to champion HiveWatch internally