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Customer Success Manager

Customer Service · CA, United States

Job description

ABOUT US: 

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.  

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

What You'll Do

As a Customer Success Manager at HiveWatch, you will own and orchestrate our customers' journeys to success by developing and managing implementation projects, and ensuring smooth adoption of our security solutions. You'll focus on creating exceptional customer experiences while driving measurable business outcomes.

Key Responsibilities

Customer Management

  • Works hand-in-hand with sales team to develop trusting relationships with key stakeholders (buyers, technical teams, support teams, procurement, and others)
  • Create and manage customer onboarding and adoption journeys
  • Develop success plans and milestone frameworks
  • Track and report on customer health metrics and success indicators
  • Lead periodic business reviews and success planning sessions

Implementation Excellence

  • Create a structured implementation program, and see customers through each step successfully 
  • Coordinate cross-functional teams to ensure smooth deployment
  • Manage project timelines and stakeholder expectations, while driving adoption and implementation forward in organized and rapid ways
  • Identify and mitigate risks to customer success
  • Create and maintain program documentation and playbooks

Customer Enablement

  • Develop comprehensive enablement strategies
  • Coordinate and deliver customer training programs
  • Create success-focused content and resources
  • Drive adoption through structured change management
  • Build customer confidence through regular check-ins and reviews
  • Answering customer questions in a timely fashion

Required Qualifications

  • 5+ years of customer success, program management, or operations experience
  • Strong project management and organizational skills
  • Experience developing customer success programs
  • Proven track record of driving customer outcomes
  • Excellence in stakeholder management and communication

Preferred Qualifications

  • Experience in security industry customer success
  • Knowledge of customer success methodologies
  • Background in change management
  • Familiarity with success metrics and KPIs
  • Experience with customer success platforms

Key Success Metrics

  • Time to first value
  • Product adoption rates
  • Technical support case resolution time
  • Training completion rates

ADDITIONAL INFO:

  • Base salary range for this position is $120,000-$150,000 USD per year
  • OTE is 70/30
  • Eligible for the HiveWatch Customer Success Manager Bonus Plan
  • Eligible to participate in HiveWatch Equity Incentive Plan
  • This is a hybrid in office position located at HiveWatch HQ in El Segundo, CA

*Final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience and expertise, location, and other business considerations.

BENEFITS & CULTURE:

In an effort to provide for our employees, HiveWatch offers a competitive benefits package which includes: 

  • Health Benefits: Medical, Vision, Dental and Life Insurance
  • Cutting edge solutions in an emerging field with lots of growth potential
  • Generous compensation packages
  • 401K
  • Unlimited paid time off
  • Family friendly & compassionate work culture 
  • Hybrid work environment
  • Work with good people who CARE about making the world a better place

What is CARE? HiveWatch enables its employees to CARE for themselves, and each other through unique programs crafted by HiveWatch employees themselves. To deliver on our mission, we empower our employees to consider the meaning of job security on a holistic level. At HiveWatch, you are encouraged to challenge the status quo, provide your unique point of view, and leave fear at the (access controlled) door. In practicing CARE, we:

  • Celebrate our diverse workforce and all communities within HiveWatch. 
  • Assist the varying needs of our employees, from maintaining a work life balance to encouraging personal aspirations. 
  • Respect one another through our interactions and set personal boundaries.
  • Embrace equity through our policies and practices of hiring, promoting, and offering benefits that take care of the whole person, not just the worker. 

OUR EEO STATEMENT: 

At HiveWatch, you are encouraged to challenge the status quo, provide your unique point of view, and leave fear at the (access controlled) door. HiveWatch enables its employees to CARE for themselves and each other through unique programs crafted by HiveWatch employees. 

HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals. We execute our hiring practices so that they are merit-based and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity/expression, marital status, age, disability, medical condition, genetic information, national origin, ancestry, military or veteran status, or other protected characteristic.

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