Customer Success Manager - DACH

It’s an exciting time to work at Hive Streaming! We’ve been experiencing a year-on-year growth of more +100% for the past four years. In October 2020, we were also recognized as the SaaS company of the year in the Nordics.

In these turbulent times, great employee video communication is crucial for enterprises to create engagement and alignment across all teams in order to survive and succeed. At Hive Streaming, we are proud to offer pioneering technology to serve this demand. We currently help over 100 enterprise companies on the Fortune 500 list with understanding, securing and optimizing their video experience for the internal video communication with their employees.

We’re now looking to add an additional Customer Success Manager to the team and help our EMEA customers, primarily in DACH, to through adoption of Hive Streaming’s products achieve their desired outcomes.

What to expect

As a Customer Success Manager (CSM), you will be working cross-functionally with different teams, both within Hive and on the customer’s side. Teams that you’ll be working closely with on Hive’s side includes Sales, Product, Customer Experience, Alliances and Partner Management, amongst other. On the customers side, this includes working with teams such as Digital Workplace, IT & Operations, Comms and HR. You will also work together with strategic partners such as Microsoft and Workplace (from Facebook). The current Customer Success team is highly skilled and diverse, with members in both EMEA and US. At Hive Streaming, the Customer Success team is responsible for three core areas: Product Adoption, Customer Outcomes and Customer Advocacy. Being a CSM at Hive Streaming means that you have an opportunity to work with some of the most renown brands in the world.

Increased creativity, fostered innovation and better employee relations. There are a lot of arguments on why Hive Streaming believes in workplace diversity. Today, we have about 30 nationalities among our 105 coworkers working around the world. The perfect fit for Hive is someone who thinks independently but works collaboratively to solve complex problems.

We will offer you…

- A friendly, fun, international and customer-centric culture where we empower each other to keep the environment fast-paced and agile
- The possibility to be a part of a highly innovative Customer Success team that is shaping the future of customer success
- The possibility to work with some of the most renowned brands in the world
- The possibility to work with strategic partners such as Microsoft and Workplace (from Facebook)
- Flexible working hours and conditions to enable work-life balance


About the role

Mastering the art of customer relationship building across multiple departments and different seniority levels, is fundamental to succeed as a CSM at Hive Streaming. Once relationships have been established, the CSM has the responsibility to continuously train, educate and inspire customers to how to make the most out of the Hive Streaming platform so that value is being realized across all teams, including Digital Workplace, IT & Operations, Comms and HR. Once value realization has been verified by the customer, the CSM is expected to drive customer advocacy together with our highly skilled Customer Storytellers, both within the customers organization, within the customers community, and within Hive Streaming. The CSM will work primarily with customers in the DACH region but could also get to work with a fair number of customers in other regions within EMEA that might require occasional traveling once this is possible again.

The business outcomes of the CSMs work should result in an increase both Net Revenue Retention (NRR), Customer Lifetime Value (CLV) and overall Customer Advocacy of the Hive Streaming brand.

Furthermore, the Customer Success Manager is responsible for proactively identifying new customer needs and ensure that mutual success plans for how to reach them are being both crafted and executed together with our customers.

As someone who works directly with our Customers, the CSM should feel responsible for advocating the Customers’ needs internally and quantifying these with the Hive Product Team to build the best foundation for the future Product Roadmap.

Previous Experience

- 2-4 years of experience within Customer Success Management, Account Management or Customer Relationship Management.
- Fluent in German and English, both orally and in writing.
- Knowledge from working for a Software / SaaS company is meritorious.
- Experience and proven track record in working with and towards Senior Executives in Large Enterprises is meritorious.


Education

- Bachelor’s Degree in Psychology, Sociology, Philosophy or Communications is meritorious.


Personality

- Hands-on, result-driven and structured with experience from working in a high-performance environment in a data-driven way.
- Strong interpersonal communication skills
- High level of emotional empathy
- Strong communication skills
- Strong presentation and storytelling skills
- Great balance between logical and emotional decision making
- High level of data literacy and understanding of translating correlation of data into actionable customer insights
- Strategic in both mindset and execution
- Positive, have a high energy level and is driven by really making a difference


General information

- Employment: Full-time
- Start date: As agreed / Position available now
- Salary and benefits: Competitive with subsidized health activities etc.
- Location: Stockholm, Berlin, Zürich, DACH or Remote




LI-SA