We’re expanding our Customer Success team to serve a growing customer base of fast-moving engineering organizations. You’ll work closely with tech leads, VPs of Engineering, and CTOs - ensuring they’re getting the utmost value from Hivel’s insights and tools.
Own customer relationships post-sale for mid-market and enterprise accounts
Lead onboarding, goal setting, and activation plans tailored to engineering orgs
Conduct regular QBRs/MBRs with key stakeholders to align on value and roadmap
Drive customer renewals with a focus on long-term impact and account health
Understand how software teams operate (SDLC, agile, dev tools) and coach customers accordingly
Support US-based customers as needed, with flexibility for occasional evening calls
Track and improve customer sentiment metrics (NPS, CSAT) by closing the feedback loop
Partner with product and engineering teams to channel customer insights and drive feature impact
2–3 years of experience in a Customer Success or account-facing SaaS role
Hands-on experience managing mid-market or enterprise customers
Strong communication skills, confident leading executive-level QBRs/MBRs and renewal conversations
Familiarity with engineering workflows, SDLC, and tools like Jira, GitHub, or CI/CD platforms
Ability to navigate ambiguity, structure problems, and own outcomes end-to-end
Bonus if you’ve worked on CS operations or implemented a feedback loop tied to NPS/CSAT
While not mandatory, the following will make your application stand out:
Experience as a CSM or CSA at a developer tools or engineering-focused startup
Experience working directly with US-based clients or global customer orgs
A technical education background (e.g., CS, IT, BCA, Engineering) that helps you speak the language of our users
Fast-growing, high-impact role with visibility across the org
Direct access to shape the workflows of product, sales, and engineering teams
Opportunity to shape how engineering teams across industries operate and improve