Customer Success Lead

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.

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; 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

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

Benefits

Stock options