Customer Success Lead
Customer Success Lead owns post-sales relationships with enterprise customers, drives adoption of AI API solutions, resolves technical issues, and collaborates cross-functionally to ensure retention and expansion. Requires 3+ years client-facing experience in SaaS and technical acumen.
About the job
Responsibilities
- 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
Requirements
- 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
Skills
APIs, SaaS, Customer Success, Technical Account Management, Stakeholder Management, Data Workflows, Integrations, KPIs, Onboarding, Product Feedback
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