Senior Customer Success Manager

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $135k - $155k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Hiver

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $22M Series B - Hiver on 2022-01

SaaS • B2B • Artificial Intelligence

Hiver is an AI-native, omnichannel customer service platform delivered as SaaS. It started with a Gmail-native helpdesk and now offers Hiver Omni, a dedicated omnichannel platform that unifies email, chat, Slack, voice, WhatsApp, and self-service portals into a single ticketing workspace. Hiver’s AI platform includes AI Agents, AI Copilot, AI Help Center, AI Insights and AI QA to triage tickets, draft replies, execute multi-step actions across CRMs/ERPs and other tools, and keep knowledge base content up to date. The product emphasizes collaboration (shared inboxes, Slack integration, internal notes), deep integrations (Salesforce, Shopify, NetSuite and 10,000+ connectors), and use cases across customer support, finance, ITSM and HR. The company positions itself as the agentic customer service platform built for complex support and is trusted by 10,000+ teams.

📋 Description

• Lead end-to-end customer onboarding from kickoff and requirements gathering through go-live and early adoption • 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 for scalable AI-assisted operations • Partner with customer technical teams on API and integration use cases involving CRM, e-commerce, ticketing, and internal systems • Build reporting and dashboards to establish baselines and track operational impact • Define customer success metrics and measure outcomes such as response time, resolution rate, agent productivity, and cost per ticket • Develop ROI-based business cases driving seat growth, plan upgrades, AI add-ons, and new channel adoption • Build Success Plans connecting deliverables, outcomes, and increased spend • Own expansion and retention targets with Account Management • Build relationships from frontline managers through executive sponsors • Lead outcome-focused business reviews showing realized ROI and future roadmap • Convey structured customer feedback from US customers to Product and Engineering teams in India

🎯 Requirements

• 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company • CX, support, or analytics platforms strongly preferred • Comfortable with APIs, webhooks, and integrations • Able to scope technical solutions and communicate credibly with IT and engineering stakeholders • Working knowledge of frontier AI models, including capabilities and limits • Hands-on experience designing or deploying AI-assisted workflows • Ability to build dashboards, analyze usage and performance data, and quantify business impact • Proven account expansion results through upsell, cross-sell, and NRR • Prescriptive customer approach focused on best practices • Clear executive communication for technical and business audiences • Ability to work US business hours, with occasional early mornings for alignment with India HQ • Experience at an AI-first CX or support platform preferred • Solutions Engineering or Sales background preferred • Experience with shared inbox, helpdesk, or omnichannel support tools preferred

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