Customer Success Manager

HiveWatch•El Segundo, CA

3d•Onsite

About The Position

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we're solving for our customers and equally passionate about the company we're building. HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less "noise," we are modernizing what it means for businesses and their employees to truly feel safe. 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. 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 and our FY27 goals depend on exceptional customer outcomes and retention. 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+ 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, renewals, 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
Strong tracked record of influencing renewals and retaining key customers
Maintain strong customer health scores and drive measurable increases in platform adoption and feature utilization
Successfully conduct three retention lifecycle business reviews per customer annually, delivering insights that demonstrate value and strengthen customer relationships
Multithread at large enterprises, develop strong internal advocates who are willing to champion HiveWatch internally

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