Senior Customer Success Manager (US)

Hiver is hiring a Senior Customer Success Manager to own a portfolio of 40–50 US mid-market accounts and help customers achieve measurable business outcomes. The role leads onboarding, solution design and AI workflow deployment, then uses documented ROI to drive retention and account expansion.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company
• Technical fluency: You're comfortable with APIs, webhooks, and integrations. You can scope a technical solution and speak credibly with IT and engineering stakeholders
• 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
• Location: Remote — San Francisco Bay Area Resident Required
• CX, support, or analytics platforms are strongly preferred
• 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