Customer Success Manager

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.

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.

• Own a portfolio of enterprise and mid-market accounts, driving 90%+ retention, NRR growth, and customer satisfaction across your book of business
• Serve as the primary point of contact and trusted advisor, building relationships across stakeholder levels to align on value and long-term success
• Drive platform adoption and measurable ROI by monitoring customer health, identifying risk, and executing proactive lifecycle touchpoints
• Partner with Account Executives to identify and close expansion opportunities within existing accounts

• Serve as the voice of the customer internally, advocating for customer needs and translating feedback into actionable input for Product, Engineering, and cross-functional stakeholders
• Partner with Sales, Implementation, and Support teams to drive seamless customer experiences across the full lifecycle
• Build customer advocates and generate references, case studies, and testimonials that support go-to-market efforts

• Build and refine scalable CS processes, playbooks, and operational rhythms that define how HiveWatch delivers customer success as the team grows
• Maintain accurate customer health, engagement, and renewal data to support visibility and decision-making across the business

• 3-5 years of experience in Customer Success, Account Management, or related customer-facing roles within B2B SaaS or enterprise software companies
• Proven track record managing mid-market to enterprise customers with deal sizes of $100K+ ACV
• Demonstrated success driving customer retention, renewals, and platform adoption in complex SaaS environments
• Strong technical aptitude and ability to quickly learn complex software products; experience working with cloud-based solutions that integrate with on-premise hardware is a plus
• Proficiency with Salesforce and modern Customer Success platforms (Gainsight, ChurnZero, Totango, or similar)
• Strong data analysis skills; comfortable using Excel, building dashboards, and translating data into actionable insights
• Exceptional communication and relationship-building skills; ability to engage confidently with stakeholders at all levels, from end-users to C-suite executives
• Startup DNA: scrappy, adaptable, comfortable with ambiguity, and energized by building in a fast-paced, high-growth environment
• Can-do attitude with a willingness to roll up your sleeves, operate in the gray, and test new approaches as the business evolves
• Intellectually curious and eager to go deep with customers to understand their business challenges, even in industries you may be learning for the first time

• Experience in physical security, enterprise security software, or adjacent industries (corporate security, risk management, law enforcement)
• Prior startup experience or demonstrated interest in working at a high-growth startup with clear rationale for why you're drawn to this environment
• Experience managing customer portfolios of $3M+ ARR
• Background working with Fortune 500 or Global 2000 customers
• Familiarity with AI-powered products or platforms
• Track record of identifying and surfacing expansion opportunities that resulted in measurable revenue growth
• Experience building or contributing to Customer Success processes and playbooks in a scaling organization

• Customer Retention: Own retention, customer outcomes, and identifying expansion opportunities in partnership with the AE
• Customer Health & Platform Usage: Maintain strong customer health scores and drive measurable increases in platform adoption and feature utilization
• Retention Lifecycle Meetings Completion: Lead regular business reviews with customers to drive alignment, value realization, and growth opportunities.demonstrate value and strengthen customer relationships
• Customer Satisfaction: Multithread at large enterprises, develop strong internal advocates who are willing to champion HiveWatch internally

• Base salary range: $120K-$145K USD per year
• Eligible to participate in HiveWatch Equity Incentive Plan
• The final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience, expertise, and other business considerations.

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.