Hivebrite is an all-in-one SaaS solution that helps businesses around the world build and manage their own community website. Our platform allows organisations to create a community website with a private portal for their members to interact, and to manage their community by collecting memberships, creating events, sharing opportunities or sending communication campaigns.
Launched in 2015, Hivebrite already has over 200 clients in 30+ countries and is dedicated to providing all the tools needed to build and engage online community websites.
What you will do
In this full-time role you will work with new and existing Hivebrite customers to ensure that they are successful with and delighted by Hivebrite. It is your responsibility to ensure the customer has been adequately onboarded, and to then encourage usage in the early stages and ongoing, while building high customer satisfaction. You will work with the Sales and Management teams to proactively drive adoption, help them achieve their business objectives, advise on best practices, and act as the voice of your customers internally at Hivebrite. You will serve as a key point of contact throughout the life of the partnership.
As a Customer Success Manager, you will be responsible for two primary activities: customer retention and expansion.
Build strong relationships with customers and work closely with the Hivebrite management team to ensure strategy and delivery stays on target with measurable objectives
Renew customer contracts and partner with the Sales team to develop account expansion strategies for customers with high-growth potential to hit upsell targets
Identify, communicate, grow and help close upsell opportunities and collaborate with the Sales team to ensure growth attainment
Work with customers to ensure onboarding, adoption, retention and overall success
Partner with our Sales team to transition and successfully onboard new customers
Identify and work with accounts that are not fully utilizing the product (or likely to churn) using product data, queries and information to support your analysis and work proactively to eliminate that risk
Evaluate customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
Ensure all account issues are quickly resolved
Function as the voice of the customer and provide internal feedback on how Hivebrite can better serve them
Forecast and track key account metrics
What we are looking for
2-5 years relevant work experience. Experience in SaaS account management, business development, or strategy consulting a plus
Understanding of how community management and engagement drives business value and ROI
Ability to prioritize, multi-task, and perform effectively under pressure
Excellent presentation, written and verbal communication skills
Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
Successfully sets priorities, drive decisions and get closure on recommendations and issues
Critical thinking a must!
Ability to travel
Experience working with clients, supporting a technical product
Experience successfully managing customer engagements to completion and customer satisfaction
Strong ability to align technical concepts & features to business needs
Contract type: Full-Time
Location: New York, United States (Manhattan)
Experience Level: > 2 years