Senior Customer Success Manager (US)

Location: Remote San Francisco Bay Area Resident Required

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.

Were 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 youll own a portfolio of 40-50 Mid-Market accounts in the US. Youll be the person who turns Hiver into measurable business outcomes for them.

This is a hands-on technical and revenue-driving role. Youll onboard customers then design and deploy robust solutions including AI-powered workflows that change how they operate. Then youll turn those results into ROI stories that drive expansion. You wont just manage relationships. Youll build solutions that earn growth.

Key Responsibilities

What will you do

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 whats next.
• Act as the link between US customers and Product and Engineering teams in India bringing structured feedback that shapes the roadmap.

Key Requirements

What were looking for

• 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: Youre comfortable with APIs webhooks and integrations. You can scope a technical solution and speak credibly with IT and engineering stakeholders. An engineering background isnt 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.

Bonus Points

• 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

Required Experience:

Senior IC