Senior Customer Success Manager, Hivebrite

• 5-10+ years relevant work experience as a Customer Success Manager / Account Manager in B2B SaaS role
• Strong negotiating skills
• Experience in successful renewals and upselling + expansion metrics
• Excellent relationship building skills
• Data analysis and evidence-based decision making
• Experience in gaining buy-in and coordinating with internal and external stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent presentation, written and verbal communication skills
• Ability to adapt quickly in fast-paced and ambiguous environments
• Outstanding critical thinking skills
• Active listener and ability to learn and align technical concepts & features to business needs

Desirable

• As a Customer Success Manager, you will be responsible for two primary activities: customer retention and expansion
• This role reports to the Senior Director of Customer Success
• This role will be responsible for 25-35 B2B non-profit / education accounts
• Nurture strong relationships with customers and work closely with the management team to build strategy and execute on it to effectively meet company goals
• Drive and own the renewal and upsell/expansion of customer contracts
• Forecast and track key account opportunities, user engagement, financials, and report these metrics to management to enable goal-tracking
• Work with customers to ensure successful community onboarding and full product adoption
• Make evidence-based and data-driven decisions to proactively address churn risk
• Analyze churn data to develop effective retention strategies
• Serve as the primary point of contact for customers and handle escalations
• Be the voice of the customer and liase with internal teams to ensure customer feedback is effectively addressed
• Conduct Quarterly Business Reviews (QBRs) with clients
• Domestic and international travel as needed

• A 30 min phone call with our Recruiter
• A 30 min video call with the Hiring Manager to go deeper on the job description and for you to understand the expectations of the role
• A 30 min values-based video-call with two members of the team to evaluate value + culture alignment
• A 60 minute case study presentation to the team
• A 30 minute call with the VP of Customer Success
• Our recruitment process lasts max 12 working days and we give a high touch recruitment experience throughout