Director of Customer Success

Lead and scale the Customer Success team, including Customer Success Managers, technical support staff, program managers and a hybrid of AI team members. Build a technical, AI empowered “full-stack” customer success culture that balances business acumen with technical problem-solving. Develop and implement training programs to ensure CSMs are proficient and capable using MongoDB queries, Excel reporting, HTML/CSS, and City Hive’s platform capabilities Foster innovation through AI and automation tools to efficiently manage high-volume client portfolios (350-500 accounts per CSM) Drive accountability through performance metrics while supporting professional growth Strategic Customer Management Develop and execute strategies to reduce churn while driving revenue expansion across the client base Create frameworks to help clients maximize platform utilization (currently averaging only 5% adoption) Balance service delivery between small owner-operators and larger wholesale businesses/top industry suppliers Establish scalable processes and infrastructure to handle peak volume periods (November/December) Design engagement models that serve clients with varying levels of technical aptitude and bandwidth Operational Excellence Own and optimize key metrics, including ticket creation/closure rates, client health scores, and engagement KPIs Implement systems for tracking “input KPIs” (client touchpoints) and “output KPIs” (client success outcomes) Build efficient support infrastructure in HubSpot and other systems to maintain service quality at scale Ensure timely communication with clients and internal cross-functional teams Develop reporting and analytics capabilities to identify trends and proactive intervention opportunities Product & Technical Collaboration Function as a key liaison between customers and product/engineering teams, providing strategic feedback Manage client expectations regarding feature requests and product roadmap prioritization Collaborate with CTO and engineering teams (NYC and Israel) to resolve technical escalations Guide clients through City Hive’s virtualization layer, payment processing integrations (Adyen/Stripe), billing systems, and supplier onboarding tools Support implementation of new features and drive adoption across the client base Revenue & Growth Impact Partner with Business Development team to identify expansion opportunities within existing accounts Design and execute programs that drive client growth and increase wallet share Develop retention strategies tied to measurable business outcomes Contribute to pricing and packaging discussions based on customer insights Align team compensation structure with client success metrics and uncapped bonus potential Cross-Functional Leadership Build strong working relationships with Sales, Product, Engineering, and Operations teams Establish clear communication protocols for technical escalations and integration support Contribute to company-wide initiatives as a member of the leadership team Support the engineering-driven culture by bringing technical thinking to customer success Industry Expertise Maintain deep knowledge of the wine & liquor industry and City Hive’s position as the largest technology provider in the sector Understand payment processing, compliance requirements, and secure/encrypted communication needs for financial transactions Stay current on merchant needs, billing complexities, and supplier relationship management #J-18808-Ljbffr City Hive Inc.