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**Job Scope**:
In 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.
**Responsibilities**:
- Develop a deep understanding of the Hivebrite platform and articulate the value to customer stakeholders at every point in the customer lifecycle
- Own a book of business of 30-50 Enterprise Customers, understand customer contracts and partner with the Revenue team to retain and expand customer ARR
- Nurture relationships with stakeholders across your customer base, build a mutually agreed success plan, and execute on it to meet customer goals
- Meet regularly with customers to uncover new areas of opportunity for expansion and professional services
- Conduct Executive Business Reviews (EBRs) with clients
- Monitor customer platform usage, identify areas for improvement, and drive platform reviews
- Collaborate with Hivebrite Onboarding team to ensure successful community launch and full product adoption
- Leverage Customer Success Platform (Planhat) to follow playbooks and keep a single view of the customer for easy forecasting and reporting to management
- Assist our Support team with escalating key customer concerns
- Develop a deep understanding of the customers’ use case and communicate product feedback to the Product Team
- Be the voice of the customer and liaise with internal teams to ensure customer feedback is effectively addressed
- Domestic and international travel as needed, ideally visiting each customer once per year
- Early morning meetings (before 9am EST) as needed to facilitate discussion with colleagues in the EU
**Job Requirements**:
- 5-10+ years relevant work experience as a Customer Success Manager / Account Manager/Relationship Manager in a B2B SaaS startup/scaleup role
- Outstanding ability to take a software product and clearly articulate the value of the product to a company
- Exceptional ability to work cross-functionally
- Demonstrated history of success partnering with a renewal and/or expansion team to drive revenue
- Proven ability to develop C-Level relationships and drive a Success Plan at multiple levels of the organization
- Ability to prioritize, multi-task, and perform effectively under pressure
- Willingness to work within ambiguity, both with customers and internally
- Understanding of technical concepts (API, SSO) - this is not a technical role, but you need to be able to align technical concepts to desired business outcomes
- Experience in gaining buy-in and coordinating with internal and external stakeholders
- Excellent presentation, written, and verbal communication skills
- Outstanding critical thinking skills
- Active listener and ability to learn and align technical concepts & features to business needs
**Preferred Qualifications**:
- Experience working with a multi-cultural team
- Knowledge of online community management space
- Experience leveraging AI to improve task efficiency
- Planhat, Zendesk, Confluence
