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Senior Customer Success Manager

4 months ago

United Kingdom Hive Full time

Customer Success and Support – Customer Success /

Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Thousands of teams use Hiver 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 customers love our product, our content engages a vast 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 from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

As a Senior 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 you’ll 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.
Why should you join us?

Join the Winning Hive -  Become a part of our hive, where success isn't just a goal; it's a way of life. With WAW and ETHR victories under our wings, we're not just winning awards; we're shaping a culture that celebrates excellence. Your journey here is not just a career; it's a winning adventure

People First, Always We're not just about products and profits; we're advocates for the long game - where people take the spotlight. Dive into a workplace where culture is our crown jewel. Don't just take our word for it; check out the reviews on Glassdoor

Freedom & Responsibility - Spread Your Wings Experience the thrill of freedom paired with the responsibility to soar. We believe in giving you wings, not just to fly, but to take charge and make a real impact. It's like being an eagle in a sky full of possibilities.

Entrepreneurial Team Spirit Join a team that's not just a group of employees but a bunch of go-getters with an entrepreneurial spirit. Here, your ideas don't just find a home; they find a launchpad to take off and make a mark.

Exponential Growth Awaits Be part of a journey where growth isn't just a goal; it's a guarantee. We're on an upward trajectory, and your career can ride the wave of our exponential growth. Get ready to see your professional graph shoot through the roof

Wellness Matters - Body & Mind Your health, both physical and mental, is our priority. Enjoy the tranquility of knowing that your well-being is in good hands. Because a happy and healthy Hiver is a hive that thrives

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