Staff Customer Success Manager
Leads customer success for Hivemind enterprise customers, managing onboarding, account health, executive relationships, renewals, and expansion. The role requires a bachelor's degree, 8+ years in customer success or account management, enterprise customer experience, and extensive travel.
About the job
Responsibilities
- Build and maintain strong relationships with customers.
- Serve as the primary point of contact for customer onboarding, training, offboarding, and renewals.
- Develop and implement customer success plans.
- Conduct regular reviews to ensure customers achieve their goals.
- Collaborate with sales and product teams to address customer needs and feedback.
- Own and drive contract renewals.
- Collaborate with sales to expand revenue through a land-and-expand motion.
Requirements
- Bachelor's degree in business, engineering, or a related field.
- 8+ years of experience in customer success or account management.
- 3+ years of experience working with large enterprise customers.
- Proven experience with revenue renewal and retention for multi-million-dollar contracts.
- Experience working in a startup environment.
- Excellent communication and project management skills.
- Strong problem-solving skills and strategic thinking.
- Ability to work in a fast-paced, dynamic environment.
Nice-to-Haves
- Strong understanding of AI and robotics technology.
- Experience building and running a small customer success team at a startup.
- Familiarity with the defense aviation industry.
- Familiarity with developer-facing software products.
- Project management certification.
- Customer success management certification.
- Experience supporting customers for new products.
Compensation and Benefits
- Extensive customer travel, including international travel to Europe and travel throughout North America, expected to be approximately 30–50% of total work time.
Skills
Customer Success Management, Account Management, Enterprise Software, Customer Onboarding, Customer Training, Contract Renewals, Revenue Retention, Project Management, AI, Robotics, Defense Aviation, Strategic Planning
Similar jobs
Customer Success jobs
MongoDB
United States
Serves as a strategic advocate for MongoDB’s highest-value customers, partnering with the CPO and cross-functional leaders to translate executive feedback into product priorities and improved outcomes. Requires extensive experience in product, consulting, enterprise sales strategy, or customer success, plus strong executive communication and technical fluency.
Kong
California
Staff-level customer success professional managing technically sophisticated commercial accounts, driving adoption and growth, and partnering with Sales and Product. Requires customer-facing experience in SaaS, open-source, or infrastructure software plus strong cloud-native, API, and DevOps knowledge.
Okta
San Francisco, CA
The Customer Success Executive will manage strategic enterprise relationships, drive adoption, retention, renewals, and expansion, and align Okta’s solutions with customer business outcomes. The role requires 10+ years of customer success, account management, or consulting experience with complex enterprises and strong executive communication skills.
Celonis
New York, NY
Leads strategic Life Sciences customer relationships and end-to-end value realization for Celonis transformation programs. The role requires 15+ years of relevant experience, executive communication, large-scale transformation leadership, SaaS and solution design expertise, and a consultative approach.
Stripe
San Francisco, CA
Supports complex, high-growth billing accounts through consultative technical guidance, relationship management, integrations, and operational solutions. Requires 10+ years of enterprise client-facing experience, billing expertise, API fluency, SQL proficiency, and strong troubleshooting and communication skills.