Hiver

Customer Success Manager

• Lead customer onboarding end to end, 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 to create scalable AI-assisted operations
• Partner with customers' technical teams on API and integration use cases across 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
• Turn results into business cases driving seat growth, plan upgrades, AI add-ons, and new channel adoption
• Build Success Plans connecting deliverables to outcomes and increased spend
• Own expansion and retention targets with Account Management
• Build multi-threaded relationships from frontline managers to executive sponsors
• Lead outcome-focused business reviews showing realized ROI and future roadmap
• Bring structured US-customer feedback to Product and Engineering teams in India to shape the roadmap

Senior Customer Success Manager

Account Executive

• Own the entire sales cycle end to end, from self-sourced prospecting through close and activation, across SMB, mid-market, and enterprise accounts in EMEA and aligned time zones
• Work hand-in-hand with SDRs to plan territory coverage and pipeline strategy
• Build the territory by identifying opportunities and developing an outbound motion
• Run a consultative sales process focused on understanding customer needs, advising, and building lasting relationships
• Navigate stakeholders from individual buyers to full buying committees
• Work cross-functionally with product, marketing, and customer success to represent territory needs
• Shape and improve the sales process as the territory matures

Senior Customer Success Manager

Senior Account Executive