Senior Customer Success Manager (US)
Hiver
135,000 - 155,000 / year
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Description
About us:
Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.
We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.
Opportunity:
Hiver helps modern support teams deliver fast, personal service across email, chat, WhatsApp, voice, and help center, all from within Gmail. As a Senior CSM, you'll own a portfolio of 40-50 Mid-Market accounts in the US. You'll be the person who turns Hiver into measurable business outcomes for them.
Key Responsibilities
Onboarding, Solution Design & AI Deployment
- Lead customer onboarding end to end: run kickoff, gather requirements, and take accounts through go-live and early adoption so they reach first value quickly.
- Scope, design, and deploy tailored Hiver solutions, including AI-powered workflows for triage, routing, tagging, summarization, and response assistance.
- Configure automations, SLAs, and multi-channel setups that move customers from manual processes to scalable, AI-assisted operations.
- Partner with customers' technical teams on API and integration use cases (CRM, e-commerce, ticketing, and internal systems).
- Build reporting and dashboards that establish baselines and track the operational impact of every deployment.
ROI-Led Expansion
- Define success metrics with customers upfront, then measure and document the outcomes delivered, such as response time, resolution rate, agent productivity, and cost per ticket.
- Turn proven results into business cases that drive seat growth, plan upgrades, AI add-ons, and new channel adoption.
- Build Success Plans that connect deliverables to outcomes, and outcomes to increased spend.
- Own an expansion and retention target, working with Account Management to bring expansion opportunities to close.
Strategic Partnership & Voice of the Customer
- Build multi-threaded relationships from frontline managers to executive sponsors.
- Lead outcome-focused business reviews that show realized ROI and a roadmap for what's next.
- Act as the link between US customers and Product and Engineering teams in India, bringing structured feedback that shapes the roadmap.
Skills, Knowledge and Expertise
- 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company. CX, support, or analytics platforms are strongly preferred.
- Technical fluency: You're comfortable with APIs, webhooks, and integrations. You can scope a technical solution and speak credibly with IT and engineering stakeholders. An engineering background isn't required.
- AI fluency: You have working knowledge of frontier AI models (e.g., OpenAI, Anthropic, Google), including their capabilities and limits. You have hands-on experience designing or deploying AI-assisted workflows.
- Reporting & analytics: You can build dashboards, analyze usage and performance data, and quantify business impact (spreadsheets, BI tools, or SQL are a plus).
- Proven expansion track record: You have grown accounts by tying delivered outcomes to ROI, with demonstrable results in upsell, cross-sell, and NRR.
- Prescriptive approach: You lead customers to best practices rather than reacting to requests.
- Executive communication: You write and present with clarity to both technical and business audiences.
- Flexibility: You work US business hours, with occasional early mornings for alignment with our India HQ.
- Experience at an AI-first CX or support platform
- Background moving from Solutions Engineering or Sales into Customer Success
- Experience with shared inbox, helpdesk, or omnichannel support tools
About this role
Hiver is looking for a hands-on Senior CSM who can own the full customer lifecycle—from onboarding through expansion—for a portfolio of 60–75 mid-market and SMB accounts. You'll design and deploy AI-powered customer service solutions that move teams away from manual processes, then quantify the business impact through dashboards and ROI stories that drive growth. This role sits at the intersection of technical implementation, strategic partnership, and revenue ownership, requiring you to scope integrations with CRMs and ticketing systems, configure automations and AI workflows, and build the case for expansion based on measurable outcomes like response time, resolution rate, and cost per ticket.
The ideal candidate brings 5+ years in SaaS customer success, solutions engineering, or technical account management—ideally in CX, support, or analytics platforms. You'll need technical fluency with APIs and integrations, hands-on experience designing AI workflows, and the ability to build dashboards and analyze performance data to quantify impact. Equally important is a proven track record of growing accounts through outcome-focused selling and the prescriptive mindset to guide customers toward best practices rather than simply react to requests. You'll also serve as the voice of the customer back to Hiver's product and engineering teams, translating structured feedback into roadmap input.
This is a hybrid role based in San Francisco, full-time. It suits someone who thrives in technical depth and business acumen equally—someone who wants to build solutions that earn customer growth rather than simply manage relationships.
Pay for this role
$135,000 to $155,000 per year
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