Hive is one of the fastest growing startups in the Project Management arena, helping teams at leading companies like Marriott, United Airlines and Google move faster with our AI-powered Project Management platform.
About the Role
The Customer Success team at Hive owns and leads the customer relationships post-sale, and is responsible for onboarding, adoption, retention, renewal and expansion. A Customer Success Manager that would fit well into our team is first and foremost a driven project manager who is equally comfortable operating at C-Level as with front line users. Our CSMs demonstrate a thirst to understand the intricacies of our product and couple this with a desire to understand and deliver the use cases of our customers. A combination of strong project management skills, excellent relationship management, an ability to interpret usage & adoption data (turning this into customer action), and commercial acumen sets our CSMs apart from others. Ideal candidates will have a bias for action and be highly organized with follow through that is second to none.
Responsibilities
* Build strong relationships with and own the ultimate success of a dedicated segment of Hive’s customers from initial onboarding and launch, to full adoption of Hive across their organization.
* Work closely with our customer campaign team to promote Hive’s capabilities and foster product adoption.
* Drive retention by monitoring customer usage data to identify potential areas of concern, intervening with corrective action where appropriate.
* Ensure customer renewals are transacted without friction.
* Develop a trusted advisor relationship with key customer stakeholders and empower them to connect their goals with the Hive solution.
* Take ownership of new accounts, starting with onboarding.
* Serve as the main point of contact between customers and the internal Hive team.
* Ensure that customers derive maximum value from their investments in Hive and seek opportunities to expand its use to additional teams.
* Lead trainings, webinars, strategy sessions and one-on-one demos to educate customers on the features of our product.
* Build, own and execute engagement plans with customers.
* Input to ongoing development of content within the Hive University.
* Develop and contribute to Customer Success team resources: onboarding guides, presentations, training materials and rollout plans.
* Respond to customer questions and issues empathetically and efficiently over Hive’s customer support channel, as needed.
About you
* 3+ years of B2B SaaS experience in customer success, account management or consulting, working with accounts of all sizes.
* Detail-oriented with the ability to project manage, set priorities and stay organized when managing multiple client relationships.
* Previous experience of using Project Management / Workplace Collaboration tools as part of your job.
* Strong customer-facing and presentation skills with the ability to establish credibility with executives.
* Demonstrated success in fast-paced and demanding environments; you relish adversity and overcoming obstacles.
* Strong technical skills or the ability to quickly learn technical concepts.
* Entrepreneurial spirit with a healthy dose of humility.
* Positive attitude, empathy, and high energy.
* Ability to take initiative and adapt.
Hive encourages applications from all backgrounds and we are committed to building a team that is made up of diverse skills, experiences, and abilities. We are committed to diversity, equality, and inclusion in our workforce.
Please note this is a remote role based in the United Kingdom.
Salary range: £40,000-60,000 plus annual bonus
* Equity grant.
* 25 days holiday.
* Company pension contribution.
* An annual $1,000 to spend on something nice for yourself or your loved ones.
* A monthly $100 amount to spend on a personal treatment or activity (not related to work).
* A Work From Home stipend of $500 to purchase work related equipment.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Software Development
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