Bachelor's degree in mathematics, engineering, or a related technical field
3+ years of experience in a client-facing role with enterprise accounts
Experience in Customer Success, Technical Account Management, or professional services within a SaaS company
Proven track record of managing enterprise relationships and driving adoption or renewals
Strong technical acumen with understanding of APIs and data workflows
Excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced environment
Responsibilities
Own post-sales relationships with key enterprise customers and maintain continuous communication
Partner with customers to define success metrics and track progress
Lead customer onboarding and implementation for measurable business value
Resolve urgent technical support tickets with proactive communication
Represent the voice of the customer to influence product direction
Monitor usage and engagement metrics to address risks and ensure retention
Collaborate with Sales to identify growth opportunities and drive product expansion
Create playbooks and standard operating procedures with Operations
Benefits
Opportunities for professional growth and development
Collaborative work environment with cross-functional teams
Access to cutting-edge AI solutions and technology
Flexible work arrangements
Participation in shaping customer experience and product direction
Full Job Description
The Role
We are looking for a talented cross-functional Customer Success Lead to cultivate strategic account relationships and support long-term customer growth. This role will serve as the primary point of contact for many of our enterprise customers, supporting them to achieve success with Deploy's API solutions and AI platforms. As the Customer Success Lead, you will act as a strategic advisor to ensure customers effectively integrate Deploy's solutions and you will efficiently resolve technical customer issues as they arise. You will work closely with Sales, Product, Engineering, and Operations to drive exceptional customer outcomes and help shape the future of our customer experience.
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 Deploy'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 Deploy'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
Requirements
Bachelor's degree in mathematics, engineering, or a related technical field
3+ years of experience in a client-facing role working with enterprise accounts and stakeholder management
Prior professional experience in Customer Success, Technical Account Management, or professional services within a SaaS technology company
Proven track record of managing enterprise relationships and driving adoption or renewals
Strong technical acumen, with the ability to understand APIs, data workflows, and integrations
Excellent verbal and written communication skills and exceptional attention to detail, with experience engaging both business and technical audiences
Ability to juggle multiple priorities in a fast-paced environment
The current expected base salary for this position ranges from $110,000 - $170,000. Actual compensation may vary depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work; stock options may be offered in addition to the range provided here.
About Hive
Hive is a project management and collaboration platform that helps teams work together more efficiently. The company was founded in 2015 and is headquartered in New York, New York. Hive's platform includes features such as task management, time tracking, and team collaboration tools. The company serves clients in a variety of industries, including technology, healthcare, and finance. Hive is committed to providing a user-friendly and customizable platform that helps teams stay organized and productive.
