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. Were 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. Were 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?

Core Responsibilities:

Strategic Discovery & Value Mapping:

- Execute continuous, deep discovery to uncover shifting business objectives, pain points, and desired outcomes.

- Translate customer business goals into Prescriptive Success Plans, ensuring every stage of the customer journey is mapped to a measurable ROI.

Outcome-Driven Adoption & Consulting:

- Move beyond basic training to provide strategic consultation on workflow optimization and best practices.

- Act as a prescriptive advisor, guiding clients on how to re-engineer their processes using the platform to achieve specific business KPIs.

Commercial Growth & Account Strategy:

- Own the full commercial lifecycle for a portfolio of 5070 Mid-Market accounts, focusing on Net Revenue Retention (NRR).

- Proactively identify and close expansion opportunities by aligning platform capabilities with the client's growth roadmap.

Data-Led Insights & Executive Presence:

- Leverage usage analytics and health data to deliver high-impact Quarterly/Executive Business Reviews that move the conversation from "tools" to "business outcomes.

- Use data to predict churn risks and identify high-propensity expansion signals within your book of business.

Product Advocacy & Market Intelligence:

- Synthesize complex customer feedback into actionable insights for the Product team, prioritizing features that solve "outcome gaps.

- Act as the EMEA market specialist, identifying regional trends and requirements to influence the global product roadmap.

What We Are Looking For?

- Experience: 3-5 years of high-velocity Customer Success experience, specifically managing Mid Market portfolios ($6k$60k ACV).

- Portfolio Management: Proven ability to manage a scale of 50-70 accounts using a tiered, outcome-based engagement model.

- Commercial Acumen: A track record of meeting or exceeding Net Retention (NRR) and Expansion targets; you are comfortable owning the commercial conversation.

- Prescriptive Methodology: Experience building and executing formalized Success Plans that hold both the client and the internal team accountable.

- Stakeholder Orchestration: Mastery in navigating complex organizations, building "multi threaded" relationships from operational leads to C-Suite executives.

- Communication: Exceptional verbal and written command, with the ability to simplify technical concepts into business value.

- Resilience: A "problem-first" mindset with the agility to thrive in a fast-paced, remote-first environment.