Customer Success

About Hive
Hive is the leading provider of cloud-based AI solutions to understand, search, and generate content, and is trusted by hundreds of the world's largest and most innovative organizations. The company empowers developers with a portfolio of best-in-class, pre-trained AI models, serving billions of customer API requests every month. Hive also offers turnkey software applications powered by proprietary AI models and datasets, enabling breakthrough use cases across industries. Together, Hive’s solutions are transforming content moderation, deepfake detection, brand protection, sponsorship measurement and more.
Hive has raised over $120M in capital from leading investors, including General Catalyst, 8VC, Glynn Capital, Bain & Company, Visa Ventures, and others. We have over 250 employees globally in our San Francisco, Seattle, and Delhi offices. Please reach out if you are interested in joining the future of AI!
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 Hive’s API solutions and AI platforms. As the Customer Success Lead, you will act as a strategic advisor to ensure customers effectively integrate Hive’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 Hive’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 Hive’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 Who We Are
  We are a group of ambitious individuals who are passionate about creating a revolutionary AI company. At Hive, you will have a steep learning curve and an opportunity to contribute to one of the fastest growing AI start-ups in San Francisco. The work you do here will have a noticeable and direct impact on the development of the company.
  Thank you for your interest in Hive and we hope to meet you soon!
  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.