Head of Customer Success AMERICAS

It’s an exciting time to work at Hive Streaming! We’ve been experiencing year-over-year growth of more than 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 help many Fortune 500 customers understand, secure, and optimize their video experience on a daily basis.

Our team is growing, and we’re looking to hire a Head of Customer Success in our Americas region to lead the team and help our Customers achieve their desired outcomes through adoption of Hive Streaming’s products.

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

Be a part of a highly innovative Customer Success team that is shaping the future of customer success

Work with some of the most renowned brands in the world and with strategic partners such as Microsoft and Workplace (from Facebook)

Professional and personal growth

Best-in-class internal tech stack

Flexible working hours and conditions to enable work-life balance

About the role

At Hive Streaming, the Customer Success team is responsible for three core areas: Product Adoption, Customer Outcomes and Customer Advocacy. Customer Success works cross-functionally with Sales, Sales Engineering, Product Development and other Hive departments during the entire customer lifecycle.

Customer Success at Hive starts as part of the later stages of the sales cycle where you will be establishing initial rapport with the different stakeholders, confirming their needs, expectations and desired outcomes, to eventually outline a mutual success plan with the purpose of fast-tracking time to value once the Customer has signed the contract.

The business outcomes of Customer Success should result in an increase in Net Revenue Retention (NRR), Customer Lifetime Value (CLV) and overall Customer Advocacy of Hive Streaming. Day-to-day metrics for the team include (amongst others):

- Customer health score
- Relationship score
- License velocity
- Product usage (breadth and depth)
- Customer engagement
- Customer Advocacy


Leading the Customer Success Team

Heading a team at Hive means being a leader. At Hive, leaders help others grow and succeed by providing direction and facilitation. It also means embodying Hive’s three Core Values: Innovation, Customer Centricity and Empowerment. As a Team Lead, you will be leading a team consisting of two Customer Success Managers.

Besides leading the Customer Success Team, you will be working as a CSM on a few selected accounts to nurture the understanding of customer needs over time. You will be an important part of the team, and your focus will be on evangelizing, explaining & demonstrating the Hive Streaming CS operations for other teams within the company. You’ll work directly with customers, but also via Partners to use the Hive Streaming service with a video platform they have acquired separately - such as the Microsoft Stream & Teams, Kaltura, Intrado Studio, Facebook Workplace and more.

As the Team Lead, you’ll work with Sales Engineering and Sales leaders to plan and improve the cross functional way of working at Hive Streaming.

Previous Experience

- Minimum of 5 years of experience within Customer Success Management, Account Management or Customer Relationship Management
- Minimum of 2+ years of experience as an informal or formal leader role at a tech/SaaS company
- Fluent in English, both orally and in writing - Fluent in Spanish is meritorious
- High level of data literacy and understanding of translating correlation of data into actionable customer insights
- Knowledge from working for a Software / SaaS company is meritorious
- Experience with internal communications, digital collaboration or the video space is meritorious
- Experience and proven track record in working with and towards Senior Executives in Large Enterprises is meritorious


As a Team Lead, you will inspire and facilitate the team to be successful. This will include:

- Workload balance overview & follow-up
- Operations & Process improvements
- Direct reports:
- Team member sync’s
- Appraisal talks
- Salary reviews
- Inspirational leader




- Promote and implement Hive Core Values and Management directives
- Identify, explore and develop Team operation


Education

- Bachelor’s Degree or the equivalence in relevant work experience

Personality

- A good communicator, strong presentation and storytelling skills
- High level of emotional empathy
- Growth mindset, positive and optimistic attitude
- A planner who develops short- and long-range plans that are comprehensive and having a structured way of working
- Entrepreneurial, initiates, adjusts and manages change- and development efforts
- An initiator, who initiates activities and project independently and get others on board
- Result-oriented and structured who pursues challenging goals and works smartly to achieve them


General information

- Employment: Full-time
- Start date: As agreed / Position available now
- Salary and benefits: Competitive with subsidized health activities etc.
- Location: Remotely, East-coast of the US.


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 31 nationalities represented amongst our 100+ coworkers working around the world. The perfect fit for Hive is someone who thinks independently but works collaboratively to solve complex problems.

We hope you are excited about this position at Hive and look forward to your application!