Customer Success Lead

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