What are the responsibilities and job description for the Senior Customer Success Manager position at City Hive, Inc.?
About City Hive:
City Hive is the leading omni-channel digital commerce and data platform, specializing in the Wine, Beer and Spirits Industry. We unite the Three-Tier system by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform. Our Merchant Partners use City Hive on a daily basis to increase sales, improve operations and sustain effective and measurable reach to their clients and partners. City Hive combines mobile apps, websites, and advanced customer engagement into one, easy to use system. Big or small, new or old; we can start from scratch or augment existing operations into a show-stopping digital powerhouse.
Role Overview:
As a Senior Customer Success Manager (CSM), you will be responsible for ensuring our customers achieve maximum value from our solutions. You will act as a trusted advisor, driving product adoption, resolving technical challenges, and optimizing customer outcomes. This role will utilize SaaS experience, customer-focused communication skills, and problem-solving abilities to ensure clients’ success and satisfaction.
Role Responsibilities:
- Lead seamless onboarding and drive product adoption by guiding customers to maximize SaaS usage and value.
- Build strong, long-term relationships with key stakeholders, acting as a trusted advisor and point of contact.
- Monitor customer health, resolve issues, and proactively address at-risk accounts to ensure ongoing satisfaction.
- Serve as a product expert, providing technical troubleshooting and guiding customers on best practices.
- Analyze customer data to identify trends, optimize outcomes, and provide actionable feedback to the product team.
- Contribute to refining Customer Success processes and share best practices with the team to drive scalability.
Desired Qualifications:
- Bachelor’s degree in Computer Science, Engineering, Business, or related field (preferred).
- 5 years in Customer Success or similar SaaS role.
- Strong technical skills with the ability to explain complex concepts to non-technical audiences.
- Experience with onboarding, retention, and product adoption in a SaaS environment. - Excellent problem-solving and troubleshooting abilities.
- Strong communication and relationship-building skills.
- Proficient in customer success tools (e.g., Gainsight, Zendesk, Salesforce). - Ability to collaborate cross-functionally with teams like Sales, Product, and Engineering. - Analytical mindset with data-driven decision-making skills.
We believe in an impact management approach where teams and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.
