Customer Success Manager

HiveWatch • El Segundo, CA

4d • $120,000 - $145,000 • Onsite

About The Position

We are seeking a strategic, results-driven Customer Success Manager to own and grow a portfolio of enterprise customers during a critical growth phase for HiveWatch. This role will be full-time and in-person at our headquarters in El Segundo, CA.

As a Customer Success Manager at HiveWatch, you'll own a $3M+ book of business spanning 10-20 mid-market and enterprise accounts with annual contract values ranging from $200K to $1M+. You'll be responsible for driving customer retention, platform adoption, expansion opportunities, and delivering program insights that help your customers maximize the value of HiveWatch's AI-powered physical security platform.

This is a high-impact role on a fast-growing team. You'll partner closely with Account Executives to service strategic accounts, work hand-in-hand with Implementation to ensure seamless onboarding, and collaborate cross-functionally with Product and Engineering to advocate for customer needs. You'll report initially to the VP of Sales, and to the Manager of Customer Success once that role is filled.

HiveWatch is scaling rapidly from $10M to $50M+ ARR, and our FY27 goals depend on exceptional customer outcomes and retention. You'll play a critical role in ensuring our Fortune 500 customers—including companies like Activision, Take-Two Interactive, and PwC—renew, expand, and become advocates for HiveWatch. If you thrive in fast-paced startup environments, love solving complex problems, and want to build something meaningful from the ground up, this is the opportunity for you.

Requirements

• 3-5 years of experience in Customer Success, Account Management, or related customer-facing roles within B2B SaaS or enterprise software companies
• Proven track record managing mid-market to enterprise customers with deal sizes of $100K+ ACV
• Demonstrated success driving customer retention (90%+), NRR growth, and platform adoption in complex SaaS environments
• Strong technical aptitude and ability to quickly learn complex software products; experience working with cloud-based solutions that integrate with on-premise hardware is a plus
• Proficiency with Salesforce and modern Customer Success platforms (Gainsight, ChurnZero, Totango, or similar)
• Strong data analysis skills; comfortable using Excel, building dashboards, and translating data into actionable insights
• Exceptional communication and relationship-building skills; ability to engage confidently with stakeholders at all levels, from end-users to C-suite executives
• Startup DNA: scrappy, adaptable, comfortable with ambiguity, and energized by building in a fast-paced, high-growth environment
• Can-do attitude with a willingness to roll up your sleeves, operate in the gray, and test new approaches as the business evolves
• Intellectually curious and eager to go deep with customers to understand their business challenges, even in industries you may be learning for the first time

Nice To Haves

• Experience in physical security, enterprise security software, or adjacent industries (corporate security, risk management, law enforcement)
• Prior startup experience or demonstrated interest in working at a high-growth startup with clear rationale for why you're drawn to this environment
• Experience managing customer portfolios of $3M+ ARR
• Background working with Fortune 500 or Global 2000 customers
• Familiarity with AI-powered products or platforms
• Track record of identifying and surfacing expansion opportunities that resulted in measurable revenue growth
• Experience building or contributing to Customer Success processes and playbooks in a scaling organization

Responsibilities

• Own and manage a portfolio of 10-20 enterprise and mid-market accounts representing $3M+ in ARR
• Drive customer retention (90%+), Net Revenue Retention (NRR), and customer satisfaction across your book of business
• Conduct three Quarterly Business Reviews (QBRs) per customer annually, delivering data-driven insights on platform usage, program performance, and ROI
• Identify expansion opportunities within your accounts and partner with Account Executives to drive upsell and cross-sell motions
• Serve as the primary point of contact and trusted advisor for your customers, building deep relationships with stakeholders from end-users to C-suite executives
• Drive platform adoption and product usage across your customer base, ensuring customers realize measurable value from HiveWatch's AI-powered physical security platform
• Conduct platform training sessions for customers to increase feature utilization and deepen engagement
• Monitor customer health metrics, proactively identify at-risk accounts, and develop mitigation strategies to prevent churn
• Execute retention lifecycle activities including onboarding support, regular check-ins, executive business reviews, and renewal planning
• Leverage data and analytics to deliver insights that help customers optimize their physical security programs and demonstrate ROI
• Triage customer issues and escalations, partnering with Support, Product, and Engineering teams to resolve challenges quickly and effectively
• Identify product improvement opportunities based on customer feedback; stack rank priorities and communicate recommendations clearly to internal stakeholders
• Serve as the voice of the customer internally, advocating for customer needs while balancing business priorities
• Build customer advocates and secure references, case studies, and testimonials that support HiveWatch's go-to-market efforts
• Partner closely with Account Executives to service accounts, align on account strategy, and drive renewals and expansions
• Collaborate with the Implementation team to ensure seamless handoffs and successful customer onboarding
• Work with Product and Engineering to communicate customer feedback, prioritize feature requests, and drive product roadmap alignment
• Participate in the development of Customer Success processes, playbooks, and best practices as the function scales from 1 to 7+ CSMs throughout 2026
• Execute on retention lifecycle processes within Salesforce, tracking customer health, engagement, and renewal status with accuracy and discipline
• Maintain up-to-date account documentation, QBR summaries, and customer interaction logs in Salesforce
• Contribute to the creation of scalable Customer Success processes, playbooks, and operational rhythms as the team grows
• Test, iterate, and build alongside leadership to continuously improve how HiveWatch delivers customer success at scale

Benefits

• Comprehensive health coverage: medical, dental, vision, and life insurance
• Cutting-edge work in an emerging field with huge growth potential
• Competitive compensation packages designed to reward top talent
• A modern, newly renovated HQ right on Main Street in El Segundo, CA
• 401(k) with a 4% company match to help you invest in your future (match launches in 2026)
• Flexible paid time off so you can recharge when you need it
• Additional benefits include ClassPass credits and a discount on pet insurance
• A family-friendly, compassionate culture that values balance and belonging

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed