Enterprise Customer Success Manager

Join to apply for the Enterprise Customer Success Manager role at HivebriteContinue with Google Continue with GoogleJoin to apply for the Enterprise Customer Success Manager role at HivebriteGet AI-powered advice on this job and more exclusive features.Sign in to access AI-powered advicesContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleIn this full-time role you will work with Hivebrite’s Enterprise customers to ensure they are successful with and receiving value from our platform. This will be done through building key relationships with customer stakeholders across levels of leadership to understand how Hivebrite impacts their business as well as maintaining a Success Plan to ensure alignment with and progress towards their goals, objectives, and KPIs.You will work cross-functionally at Hivebrite to drive adoption, advise on best practices, and act as the voice of your customers. You will partner closely with the Revenue team to drive retention and growth.This role reports to the Global Manager of Enterprise Customer Success.This is a fully remote role unless you are located in the NY tri-state area. If you are NY-based, we have a flexible hybrid model 1-2 times per month.Job ScopeIn this full-time role you will work with Hivebrite’s Enterprise customers to ensure they are successful with and receiving value from our platform. This will be done through building key relationships with customer stakeholders across levels of leadership to understand how Hivebrite impacts their business as well as maintaining a Success Plan to ensure alignment with and progress towards their goals, objectives, and KPIs.You will work cross-functionally at Hivebrite to drive adoption, advise on best practices, and act as the voice of your customers. You will partner closely with the Revenue team to drive retention and growth.This role reports to the Global Manager of Enterprise Customer Success.This is a fully remote role unless you are located in the NY tri-state area. If you are NY-based, we have a flexible hybrid model 1-2 times per month.Job ResponsibilitiesDevelop a deep understanding of the Hivebrite platform and articulate the value to customer stakeholders at every point in the customer lifecycleOwn a book of business of 30-50 Enterprise Customers, understand customer contracts and partner with the Revenue team to retain and expand customer ARRNurture relationships with stakeholders across your customer base, build a mutually agreed success plan, and execute on it to meet customer goalsMeet regularly with customers to uncover new areas of opportunity for expansion and professional servicesConduct Executive Business Reviews (EBRs) with clientsMonitor customer platform usage, identify areas for improvement, and drive platform reviewsCollaborate with Hivebrite Onboarding team to ensure successful community launch and full product adoptionLeverage Customer Success Platform (Planhat) to follow playbooks and keep a single view of the customer for easy forecasting and reporting to managementAssist our Support team with escalating key customer concernsDevelop a deep understanding of the customers’ use case and communicate product feedback to the Product TeamBe the voice of the customer and liaise with internal teams to ensure customer feedback is effectively addressedDomestic and international travel as needed, ideally visiting each customer once per yearEarly morning meetings (before 9am EST) as needed to facilitate discussion with colleagues in the EUJob Requirements5-10+ years relevant work experience as a Customer Success Manager / Account Manager/Relationship Manager in a B2B SaaS startup/scaleup roleOutstanding ability to take a software product and clearly articulate the value of the product to a companyExceptional ability to work cross-functionallyDemonstrated history of success partnering with a renewal and/or expansion team to drive revenueProven ability to develop C-Level relationships and drive a Success Plan at multiple levels of the organizationAbility to prioritize, multi-task, and perform effectively under pressureWillingness to work within ambiguity, both with customers and internallyUnderstanding of technical concepts (API, SSO) - this is not a technical role, but you need to be able to align technical concepts to desired business outcomesExperience in gaining buy-in and coordinating with internal and external stakeholdersExcellent presentation, written, and verbal communication skillsOutstanding critical thinking skillsActive listener and ability to learn and align technical concepts & features to business needsPreferred QualificationsExperience working with a multi-cultural teamKnowledge of online community management spaceExperience leveraging AI to improve task efficiencyPlanhat, Zendesk, ConfluenceSeniority levelSeniority levelNot ApplicableEmployment typeEmployment typeOtherJob functionJob functionOtherIndustriesInternet PublishingReferrals increase your chances of interviewing at Hivebrite by 2xSign in to set job alerts for “Customer Success Manager” roles.Continue with Google Continue with GoogleContinue with Google Continue with GoogleCustomer Success Manager, Patient Monitoring - South EuropeSenior Customer Success Manager, Mid-Market | EMEACustomer Success Manager, SMB | German speakingSt.-Cloud, Île-de-France, France 2 weeks agoSolution Seller/Account Manager France - Consumer Packaged Goods (CPG) Industry TeamDigital Marketing Manager (Job Onsite Based in Dubai)Senior Product Manager - Ad Auctions - F/MSt.-Ouen, Île-de-France, France 3 weeks agoMarketing and Business Development Manager for Special Nutrients EMEA (M/F)We’re unlocking community knowledge in a new way. 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