Profile: Customer Success Manager
Pan India: Remote Job
About the job
About Us:
Hiver offers teams the simplest way to offer 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. We’re 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.
We’re profitably run and are backed by notable investors. K1 Capital led our most recent round of $22 million. Before that, we’ve raised from Kalaari Capital, Kae Capital and Citrix Startup Accelerator.
What do you look like?
Hiver is looking for a Customer Success Manager who will be involved in all aspects of customer touch points that includes support, account management, demonstrating the product, educating customers, and more.The incumbent will be the voice of the customer to the Hiver team for any inputs on product-related decisions or features.
What you’ll do once you join us:
1. Understand customer’s outcomes, post discussions and help determine health metrics.
2. Be the voice of the customer to provide input into every core product, marketing, and
sales process.
3. Collaborate closely with team members, supporting renewals, and expansion
opportunities.
4. Serve as the primary contact for the onboarding of new customers, product training,
along with post-go-live support.
5. Collaborate with the engineering and development team to set up or configure the Hiver
platform as per requirements and troubleshoot any technical issues raised by customers.
6. Gauge customers’ levels of engagement with the company and provide feedback to the
other teams regarding product and service improvements.
7. Provide insights to customers to ensure that they get the most out of the platform
What you possess:
- 1 to 3 years of customer success or account management experience in a SaaS (B2B) environment with overall at least 5 years.
- Proven track record of working in a customer-facing role.
- A high level of accuracy and attention to detail.
- Excellent communication and interpersonal skills.
- Flexible approach, able to operate effectively with uncertainty and change.
- Driven, self-motivated, enthusiastic and with a can-do attitude.
- Open to work on different geographies – US, APAC, EMEA (predominantly US)
What you can expect:
- Comprehensive health, dental, and vision insurance coverage (Partially covered for your dependents)
- Wellness programs, gym memberships, or fitness reimbursement
- Professional Development Reimbursements
- Inclusive Work Environment
- Employee Recognition and Rewards
- Startup Culture and Mission-Driven Work
- PTO and Family-Friendly Policies:
- Generous vacation and paid time off policy
- Parental leave options
- Flexible work arrangements
