Senior Customer Success Manager (US)

Department: Customer Success

Location: San Francisco

Description About us: Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.

We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.

Opportunity: Hiver helps modern support teams deliver fast, personal service across email, chat, WhatsApp, voice, and help center, all from within Gmail. As a Senior CSM, you'll own a portfolio of 60–75 SMB and Mid-Market accounts in the US. You'll be the person who turns Hiver into measurable business outcomes for them.

This is a hands-on, technical, and revenue-driving role. You'll onboard customers, then design and deploy robust solutions, including AI-powered workflows, that change how they operate. Then you'll turn those results into ROI stories that drive expansion. You won't just manage relationships. You'll build solutions that earn growth.

Key Responsibilities What will you do? Onboarding, Solution Design & AI Deployment

• Lead customer onboarding end to end: run kickoff, gather requirements, and take accounts through go-live and early adoption so they reach first value quickly.
• 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 that move customers from manual processes to scalable, AI-assisted operations.
• Partner with customers' technical teams on API and integration use cases (CRM, e-commerce, ticketing, and internal systems).
• Build reporting and dashboards that establish baselines and track the operational impact of every deployment.

ROI-Led Expansion

• Define success metrics with customers upfront, then measure and document the outcomes delivered, such as response time, resolution rate, agent productivity, and cost per ticket.
• Turn proven results into business cases that drive seat growth, plan upgrades, AI add-ons, and new channel adoption.
• Build Success Plans that connect deliverables to outcomes, and outcomes to increased spend.
• Own an expansion and retention target, working with Account Management to bring expansion opportunities to close.

Strategic Partnership & Voice of the Customer

• Build multi-threaded relationships from frontline managers to executive sponsors.
• Lead outcome-focused business reviews that show realized ROI and a roadmap for what's next.
• Act as the link between US customers and Product and Engineering teams in India, bringing structured feedback that shapes the roadmap.

Key Requirements What we're looking for?

• 5+ years in Customer Success, Onboarding/Implementation, Solutions Engineering, Technical Account Management, or Account Management at a SaaS company. CX, support, or analytics platforms are strongly preferred.
• Technical fluency: You're comfortable with APIs, webhooks, and integrations. You can scope a technical solution and speak credibly with IT and engineering stakeholders. An engineering background isn't required.
• AI fluency: You have working knowledge of frontier AI models (e.g., OpenAI, Anthropic, Google), including their capabilities and limits. You have hands-on experience designing or deploying AI-assisted workflows.
• Reporting & analytics: You can build dashboards, analyze usage and performance data, and quantify business impact (spreadsheets, BI tools, or SQL are a plus).
• Proven expansion track record: You have grown accounts by tying delivered outcomes to ROI, with demonstrable results in upsell, cross-sell, and NRR.
• Prescriptive approach: You lead customers to best practices rather than reacting to requests.
• Executive communication: You write and present with clarity to both technical and business audiences.
• Flexibility: You work US business hours, with occasional early mornings for alignment with our India HQ.

Bonus Points

• Experience at an AI-first CX or support platform
• Background moving from Solutions Engineering or Sales into Customer Success
• Experience with shared inbox, helpdesk, or omnichannel support tools