Customer Success Manager - US (Remote)

About Us

Hiver gives teams the simplest way to deliver outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We’re a top-rated product on G2 and rank very highly on customer satisfaction

At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers.

We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $22 million. Before that, we raised funding from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity

As a Customer Success Manager at Hiver, you will play a crucial role in ensuring the success & satisfaction of our valued customers and meeting expansion revenue targets for your account portfolio. Your key responsibility will be to build and maintain strong relationships with Hiver's clients, understand their unique needs, help them maximize the value they get from our platform, and identify expansion opportunities & take them to closure.

What will you be working on?

Client Relationship Management

• Serve as the main point of contact for designated customer accounts
• Establish and maintain strong, long-term relationships with clients, working with stakeholders at various levels; foster strong connections with senior stakeholders
  
  

Product Adoption And Education

• Work closely with clients to ensure they fully understand and effectively utilize Hiver's platform
• Provide training, resources, and best practices to help clients optimize their processes
  
  

Account Growth And Expansion

• Identify opportunities for upselling/cross-selling additional Hiver features or Licenses based on client needs.
• Responsible for meeting/exceeding expansion revenue targets
  
  

Data Analysis And Reporting

• Analyze customer data and usage patterns to identify trends, challenges, and revenue expansion opportunities
• Prepare and deliver regular reports to clients on their performance and success with Hiver
  
  

Feedback Collection and Product Improvement

• Gather and relay customer feedback to the product development team to help improve Hiver's offerings
• Act as the voice of the customer, ensuring their needs are considered in product development
  
  

What are we looking for?

• 2 - 3 years of experience in a Customer Success role
• Experience working with customers in US time zones (preferred)
• Ability to meet expansion revenue targets
• Ability to meet revenue retention targets
• Prior experience working for SMBs
• You are confident in managing 100+ customers
• You have exceptional written & verbal communication and negotiation techniques
• You foster collaboration with multiple stakeholders at the customer end and are comfortable working closely with internal teams
• Passion for problem spotting & solving, and displaying a solutions-oriented approach to challenges encountered
• You have a keen interest in working in a fast-growth and dynamic environment