Customer Success Lead

Hive is the leading provider of cloud-based AI solutions to understand, search, and generate content. They are seeking a Customer Success Lead to cultivate strategic account relationships and support long-term customer growth, acting as the primary point of contact for enterprise customers.

Responsibilities:

• Own the post-sales relationship with key enterprise customers; maintain continuous communication, including monthly check-ins and/or quarterly business reviews
• Partner with customers to define success metrics, KPIs, and adoption strategies aligned to their goals; track progress against metrics
• Lead customer onboarding and implementation to ensure customers achieve measurable business value from Hive’s industry-leading AI solutions
• Efficiently resolve urgent technical customer support tickets; ensure proactive and timely communication with key client stakeholders
• Represent the voice of the customer internally, and provide actionable feedback to influence product direction and feature development
• Monitor usage, adoption, and engagement metrics to proactively address risks and ensure long-term retention
• Partner with the Sales team to identify growth opportunities and drive expansion into other areas of Hive’s product suite
• Collaborate with Operations to create playbooks and standard operating procedures to accelerate the growth of the Customer Success team
• Maintain awareness of industry best practices for data maintenance handling as it relates to your role
• Adhere to policies, guidelines and procedures pertaining to the protection of information assets
• Report actual or suspected security and/or policy violations/breaches to an appropriate authority