Customer Success Lead, Hive
$110-170k
5 days a week in office
AI content moderation platform
Be an early applicant
AI content moderation platform
201-500 employees
Be an early applicant
$110-170k
5 days a week in office
201-500 employees
Company mission
To use AI to unlock the next wave of intelligent automation.
Role
Who you are
- Bachelor’s degree in mathematics, engineering, or a related technical field
- 3+ years of experience in a client-facing role working with enterprise accounts and stakeholder management
- Prior professional experience in Customer Success, Technical Account Management, or professional services within a SaaS technology company
- Proven track record of managing enterprise relationships and driving adoption or renewals
- Strong technical acumen, with the ability to understand APIs, data workflows, and integrations
- Excellent verbal and written communication skills and exceptional attention to detail, with experience engaging both business and technical audiences
- Ability to juggle multiple priorities in a fast-paced environment
What the job involves
- We are looking for a talented cross-functional Customer Success Lead to cultivate strategic account relationships and support long-term customer growth
- This role will serve as the primary point of contact for many of our enterprise customers, supporting them to achieve success with Hive’s API solutions and AI platforms
- As the Customer Success Lead, you will act as a strategic advisor to ensure customers effectively integrate Hive’s solutions and you will efficiently resolve technical customer issues as they arise
- You will work closely with Sales, Product, Engineering, and Operations to drive exceptional customer outcomes and help shape the future of our customer experience
- Own the post-sales relationship with key enterprise customers; maintain continuous communication, including monthly check-ins and/or quarterly business reviews
- Partner with customers to define success metrics, KPIs, and adoption strategies aligned to their goals; track progress against metrics
- Lead customer onboarding and implementation to ensure customers achieve measurable business value from Hive’s industry-leading AI solutions
- Efficiently resolve urgent technical customer support tickets; ensure proactive and timely communication with key client stakeholders
- Represent the voice of the customer internally, and provide actionable feedback to influence product direction and feature development
- Monitor usage, adoption, and engagement metrics to proactively address risks and ensure long-term retention
- Partner with the Sales team to identify growth opportunities and drive expansion into other areas of Hive’s product suite
- Collaborate with Operations to create playbooks and standard operating procedures to accelerate the growth of the Customer Success team
- Maintain awareness of industry best practices for data maintenance handling as it relates to your role
- Adhere to policies, guidelines and procedures pertaining to the protection of information assets
- Report actual or suspected security and/or policy violations/breaches to an appropriate authority
- We are a group of ambitious individuals who are passionate about creating a revolutionary AI company
- At Hive, you will have a steep learning curve and an opportunity to contribute to one of the fastest growing AI start-ups in San Francisco
- The work you do here will have a noticeable and direct impact on the development of the company
Our take
Hive is an AI-as-a-service platform that empowers companies to make smarter decisions through intelligent automation. It is best known for its AI-powered image recognition system. It analyzes images of brands, products and celebrities that allow companies to understand when, where and how their assets are seen.
The challenge with artificial intelligence is that it takes a lot of human labor to make it all work. Hive has embraced this human element, employing over 2 million contractors to label images, video, text and audio content collected from the web. This annotated data is used to train Hive's content moderation AI. This has given it an edge in a competitive market which includes offerings from AI heavyweights such as Microsoft, Amazon and Google, as well as numerous startups like Sentropy and Spectrum Labs.
Hive has raised a significant amount of funding, closing a Series D round led by Glynn Capital in 2021. It's focusing on the continued development of its cloud-based deep learning models and plans to invest in further building its sales and marketing teams to expand its market presence.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2021
$50m
SERIES D
Jun 2020
$35m
SERIES C
Total funding: $142.2m
Company benefits
- Equity
- Catered meals
- Comprehensive insurance
- Corporate gym membership
Leadership
Kevin Guo
(Co-Founder & CEO)Studied Computer Science and Math at Stanford. Was a Venture Associate at Mithril Capital Management. Co-founded Kiwi, an AI company, in 2014. Co-founded Hive in 2017.
Dmitriy Karpman
(Co-Founder & CTO)Background in Computer Science and Philosophy. Graduated from Stanford and joined Google as a Software Engineering Intern. Co-founded Kiwi. Is a Research Assistant at Stanford.
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