HiveWatch
Customer Success Director
El Segundo, CA · Director
Sponsorship not specified$155k-$175kDetected 41 days ago
Account ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- This isn't a steady-state management role.
- Our customer base spans large enterprise deployments and smaller implementations.
- You'll need to flex between both environments with confidence.
Responsibilities
- Lead and develop a team of 4-6 direct reports across customer success, account management, implementation, and support
- Create a team culture rooted in customer obsession, continuous improvement, and executional discipline
- Diagnose the current state of post-sale operations and build a clear improvement roadmap
- Build playbooks that work across enterprise and mid-market environments
- Partner with account teams to develop strategies for renewal and expansion
- Competitive compensation packages designed to reward top talent
Requirements
- 8+ years of experience in customer success, account management, or post-sale functions in a B2B SaaS environment
- Demonstrated experience leading and developing teams - direct people management is required
- Experience evaluating and implementing enterprise CSM tooling (e.g., Gainsight, Totango, ChurnZero, or similar)
Nice to have
- Experience in physical security, critical infrastructure, enterprise SaaS, or adjacent industries
- Familiarity with complex, multi-stakeholder enterprise deployments
- Background in implementation or professional services in addition to CS
- Experience translating customer feedback into product requirements or roadmap influence
- Builder Mentality
- If you need a fully built playbook handed to you, this isn't the role.
- You know the danger of jumping straight to solutions.
- You get close to the customer, close to the team, and close to the data before drawing conclusions.
Compensation
- Eligible to participate in HiveWatch Equity Incentive Plan
- $155,000 - $175,000
- Competitive compensation packages designed to reward top talent
Benefits
- At HiveWatch, we're passionate about taking care of our people - and it shows in the benefits we offer.
- Flexible paid time off so you can recharge when you need it
- Additional benefits include ClassPass credits and a discount on pet insurance
- Define and implement scalable processes for onboarding, implementation, account health, renewal, and support
- Evaluate and mature our account health framework - including metrics, tooling, and early warning signals
- Customer Health & Retention
- Own the health, retention, and growth of HiveWatch's entire customer base
Company info
- 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.
- 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.
- HiveWatch is building a world-class post-sale function, and this role is at the center of it.
- As Customer Success Director, you'll own the full post-sale experience across our entire customer base - spanning account management, implementation, customer success, and customer support.
- You'll report directly to the VP of Sales and lead a team of 4-6 direct reports.
- You'll be expected to diagnose before you build - getting close to customers, identifying gaps, and creating the structure, processes, and playbooks that don't yet exist.
- You'll work hands-on with customers and cross-functionally with product, engineering, and sales to make sure HiveWatch delivers on its promise, every time.
Equal opportunity
- HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals.
Apply directly at HiveWatch →Create a free account for alerts like thisView HiveWatch immigration profile
This listing is sourced directly from HiveWatch's careers page and normalized into a canonical job model.