Job PurposeIn this full-time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long-term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross-sells while building executive-level relationships that position Hivebrite as a trusted partner in achieving customer goals.
You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their business objectives. Working cross-functionally with Product, Operations, and Support teams, you will deliver a seamless customer experience while demonstrating ROI and reinforcing the value of our platform at every stage of the customer lifecycle.
Please note: this is a tri-state based hire, and we have a flexible hybrid model of ~1 time per month in our NYC midtown office.
Job Responsibilities Customer & Revenue Acumen- Own and manage a portfolio of 70-100 customer accounts, driving renewals, upsells, and cross-sells to meet or exceed quarterly and annual revenue targets
- Identify and pursue expansion opportunities within assigned accounts by developing strategic account plans aligned to customer objectives and growth potential
- Build and maintain executive-level relationships grounded in trust, consistency, and genuine investment in customer outcomes - positioning Hivebrite as a strategic partner, not just a vendor
- Negotiate renewals and commercial terms that balance customer value with company profitability, and maintain a reliable forecast in Salesforce
- Reduce churn by identifying root causes of attrition early and implementing proactive retention strategies
Product Knowledge & Solutioning- Maintain hands-on fluency with the Hivebrite platform - enough to demo capabilities, troubleshoot live, and credibly advise customers on getting more value from the product
- Translate customer pain points into tailored, product-backed solutions that drive measurable outcomes, and identification of expansion and cross-sell opportunities
- Stay current on the product roadmap and proactively connect upcoming features and technical capabilities (API, SSO, integrations) to customer business objectives
Discovery & Customer Insight- Partner with customers to define shared goals, objectives, and success criteria, aligning on what good looks like before measuring against it
- Dig past surface-level feedback to uncover root causes of friction and unmet needs - start with the customer's business goals, not the product
- Monitor product usage and adoption data to proactively identify at-risk accounts, expansion signals, and underutilization before customers raise it themselves
- Lead account reviews that tell a compelling ROI story - connecting platform usage to measurable business impact and surfacing where there's more value to unlock
- Act as the voice of the customer, translating friction and feedback into actionable insight for Product, Ops, and Onboarding
AI & Automation- Leverage AI tools daily to shift time from admin to strategy - account planning, business review prep, interaction synthesis, and responding to customer questions at scale
- Use AI-generated signals (health scores, churn risk, whitespace) to prioritize your book and inform strategic account plans alongside your own judgment
- Design and execute digital touch strategies - personalized email sequences, automated check-ins, and scaled outreach to maintain meaningful customer engagement across your entire portfolio
Job QualificationsThis is a flexible hybrid position - you must be able and willing to commute to a NYC midtown office ~1x per month. Applicants will only be considered in New York, New Jersey, and Connecticut for this role.
Qualifications- 5-10+ years of relevant experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup or scaleup environment
- Proven track record of meeting or exceeding revenue targets through renewals, upsells, and account expansion
- Experience with Salesforce for pipeline management, forecasting, and account tracking
- Demonstrated ability to use AI tools to maximize individual impact and reduce low-value manual activities
- Strong commercial acumen - you can identify, qualify, and close opportunities within existing accounts
- Comfort with product analytics and usage data to inform account strategy and customer conversations
- Outstanding critical thinking and problem-solving skills
- Excellent presentation, written, and verbal communication skills
- Ability to prioritize, multi-task, and perform effectively under pressure in a fast-paced environment
- Willingness to work within ambiguity and adapt to changing business needs
- Results-driven mindset with a focus on measurable impact and team success
- Willingness to travel up to 25% for customer visits; if based in the NY tri-state area, in-office 1-2 times per month
Preferred Qualifications- Knowledge of discovery and account management methodologies such as SPICED
- Experience working with a multi-cultural, globally distributed team
- Knowledge of the online community management space
Department Revenue Role Customer Success Manager Locations New York Office Remote status Hybrid
