Customer Success Manager, HiveWatch
$120-150k
OTE is 70/30 + Bonus + Equity
Office located in El Segundo, CA
Physical security system platform
Be an early applicant
Physical security system platform
21-100 employees
Be an early applicant
$120-150k
OTE is 70/30 + Bonus + Equity
Office located in El Segundo, CA
21-100 employees
Company mission
To empower organizations to protect their people through intelligent orchestration of their physical security programs.
Role
Who you are
- 5+ years of customer success, program management, or operations experience
- Strong project management and organizational skills
- Experience developing customer success programs
- Proven track record of driving customer outcomes
- Excellence in stakeholder management and communication
Desirable
- Experience in security industry customer success
- Knowledge of customer success methodologies
- Background in change management
- Familiarity with success metrics and KPIs
- Experience with customer success platforms
What the job involves
- As a Customer Success Manager at HiveWatch, you will own and orchestrate our customers' journeys to success by developing and managing implementation projects, and ensuring smooth adoption of our security solutions
- You'll focus on creating exceptional customer experiences while driving measurable business outcomes
- Works hand-in-hand with sales team to develop trusting relationships with key stakeholders (buyers, technical teams, support teams, procurement, and others)
- Create and manage customer onboarding and adoption journeys
- Develop success plans and milestone frameworks
- Track and report on customer health metrics and success indicators
- Lead periodic business reviews and success planning sessions
- Create a structured implementation program, and see customers through each step successfully
- Coordinate cross-functional teams to ensure smooth deployment
- Manage project timelines and stakeholder expectations, while driving adoption and implementation forward in organized and rapid ways
- Identify and mitigate risks to customer success
- Create and maintain program documentation and playbooks
- Develop comprehensive enablement strategies
- Coordinate and deliver customer training programs
- Create success-focused content and resources
- Drive adoption through structured change management
- Build customer confidence through regular check-ins and reviews
- Answering customer questions in a timely fashion
- Key Success Metrics
- Time to first value
- Product adoption rates
- Technical support case resolution time
- Training completion rates
Our take
HiveWatch are modernizing the security industry by bridging the gap between security-driven and tech-driven physical security systems. The data collected from their sensors and operational programs is used to improve existing installed security systems, helping businesses and organizations transition from reactive-only responses to programs that identify threats before they happen.
HiveWatch has differentiated itself from existing physical security information management (PSIM) companies by being “cloud native” from the moment of inception. This means it is able to avoid issues traditional PSIM systems face when protecting employees and business operations across a largely distributed workforce.
The company has already attracted significant attention in the security industry and has raised impressive funding with leading investors including former Twitter CEO & COO Dick Costolo, Adam Bain of 01A, and Stephen Curry’s venture firm Penny Jar Capital. The new funding will enable the company to build a better customer experience and expand its engineering team.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
17% employee growth in 12 months
Company
Funding (1 round)
Oct 2021
$20m
SERIES A
Total funding: $20m
Company benefits
- Comprehensive Health Benefits (Medical, Dental & Vision)
- Unlimited PTO for Salaried Employees
- Hybrid Work Environment
- 401K
Company values
- Encourage Individuality - Each person is hired at HiveWatch for their uniqueness. This includes their uncommon and individual perspectives, background, diversity, personality, and interests
- Increase Transparency - Creating a transparent environment means keeping employees at all levels of the organization in the loop, sharing the wins and the losses, and welcoming honest and open feedback
- Respect & Value People - In order to be in the business of keeping people safe and solving the most difficult and pertinent social problems - you first need to value people. We believe you need to recognize the person - not just their work
- Passion for Safety & Security - Our mission is to empower organizations to protect their people. Security and safety is at the forefront of every product enhancement and innovation that happens at HiveWatch
- Drive Innovation - Revolutionizing safety and security means striving to be a leader in technology innovation. We’re here to build something really cool AND impactful by leaning into the leading-edge and state of the art - not the status quo
- Embrace a Growth Mindset - We encourage our employees to embrace a growth mindset by getting uncomfortable in their environment, appreciating their colleagues' background and creativity, and championing an atmosphere where divergence is celebrated
Company HQ
El Segundo, CA
Articles
Leadership
Ryan Schonfeld
(CEO)Founder & current CEO of RAS Consulting & Investigations. They have also been a consultant for the U.S. Department of State for 10+ years, having worked on Diplomatic Security's counter-terrorism initiative, the Anti-terrorism Assistance Program.
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