Senior Customer Success Manager

Hiver

. Lead customer onboarding end to end, from kickoff and requirements gathering through go-live and early adoption .

Posted 9/30/2026full-timeSan Francisco • California • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer onboarding and implementing tailored AI-powered solutions, with a strong focus on customer success metrics and operational impact. Proficient in building relationships across technical and business teams to drive account expansion and retention.

Highest-signal resume keywords

Customer Success ManagementAI-Assisted Workflow DesignAPI and Integration ExpertiseData Analysis and Dashboard CreationAccount Expansion Strategies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer OnboardingSolutions EngineeringTechnical Account ManagementAI Model KnowledgeDashboard BuildingData AnalysisSQLPerformance MetricsAutomation ConfigurationSLA Management

Soft Skills

Clear CommunicationRelationship BuildingOutcome-Focused LeadershipCollaborationPrescriptive Approach

Tools & Technologies

BI ToolsSpreadsheetsHelpdesk ToolsOmnichannel Support ToolsCRM SystemsE-commerce PlatformsTicketing Systems

Industry Keywords

SaaSCustomer ExperienceSupport PlatformsAnalytics PlatformsAI-First CX

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Comfort with APIs, webhooks, and integrations
Ability to scope technical solutions and communicate credibly with IT and engineering stakeholders
Working knowledge of frontier AI models, including OpenAI, Anthropic, and Google, including their 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
Experience with spreadsheets, BI tools, or SQL is a plus
Proven account expansion results through upsell, cross-sell, and NRR
Prescriptive customer-success approach focused on best practices
Clear written and verbal communication with 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 is a bonus
Background moving from Solutions Engineering or Sales into Customer Success is a bonus
Experience with shared inbox, helpdesk, or omnichannel support tools is a bonus