We are searching for a new Customer Engagement Manager to be the main point-of-contact between Hive9 and our customers. The ideal candidate will be assigned to the customer post-implementation and lead the way in building customer value, application adoption, building customer advocacy and renewal. They will need to become a Hive9 product expert so they can speak, and teach, intelligently on the value and usage of each part of the solution. The Customer Engagement Manager will also apply B2B marketing domain expertise with customers in best practices discussions, whether those are specific to the use of Hive9 or general Customer Success conversations.

Hive9 continues to value itself as a customer success driven organization and as a member of the Customer Success team your interaction with the customer will help drive product direction and company growth. Due to a recent merger, Hive9 is now integrating with BrandMaker, another pioneer of SaaS marketing solutions. The new organizations differentiated capabilities enable the combined companies to address the full spectrum of marketing operations use cases, supporting customers from mid-market to enterprise, anywhere in the world. Upon hire and for the upcoming 3-6 months you will report to the Vice President of Customer Success of Hive9.

Every day will bring new and exciting challenges. You will:

• Ensure smooth handoffs from Professional Services Implementation Team to Customer Success
• Provide training and education to improve adoption of the solution
• Deliver marketing and application best practices to increase customer value from the solution
• Build value-based relationships with customers ensuring that they remain customers and advocates
• Report and track customers to Hive9 Customer Success Score Card
• Articulate and present results/insights and analyses to customer and internally
• Field Product Management – bringing intelligent product feedback and recommendations from customers back to the Product Development team
• Leadership – delivering world-class processes for executing improvement around marketing planning and measurement.
• Renewals – work with VP of Customer Success to negotiate and close renewals with existing customers
• Identify upsell opportunities and work with relevant owner to complete

Requirements & Career Motivations:

• 5 years of experience working as a CSM at a SaaS company
• Knowledge of B2B marketing best practices a plus
• Experience working on enterprise accounts (with ARR in $100k range)
• Experience working closely with C-level / SVP-level executives at customers
• Experience with these types of engagements with customers:

• • Executive business reviews
  • Training
  • Implementing structured programs to drive adoption at low-usage accounts
  • Creating & executing against a project plan

• Proactive, not just reactive
• Influencing change in complex organizations
• Phone presence: enthusiastic and high energy, but also poised, confident, and extremely professional
• Comfortable in fast-paced environment; does not get stressed easily
• Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
• At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
• Exercises active listening / takes a thoughtful approach to addressing customer pain points
• Professional in both verbal and written communication
• A team player who also works well independently, responds positively to feedback, thinks creatively, solves problems, eagerness to grow and improve and takes initiative
• Ability to manage multiple projects concurrently
• Willingness to travel 25% of time

What you’ll get from us:

As a remote-first company, we are looking for the best candidate in the United States or Canada to help make an impact on 16,000 marketers from the world’s biggest brands. We provide a competitive salary, benefits and all the perks you would expect in a fast-growing SaaS company.

But we aren’t going to sugarcoat things. Some days will be hard, and not everything will work out as planned. However, you will always be encouraged to push the envelope, deliver the best experience for customers, learn from your colleagues, and make meaningful connections with customers. If that excites you then we invite you to have a conversation with us.

About Hive9

Hive9 is a leader in the Marketing Performance Management / Marketing Resource Management space. Our solutions are deployed at leading companies around the globe. We are focused on Marketing Planning, Calendaring, Marketing Financial Management, Marketing Performance and Attribution. We pride ourselves in possessing the marketing domain expertise necessary to build solutions that not only make the lives of marketers easier, but also enable them to do their jobs better, adding more value to their businesses. Choosing Hive9 is both a personal and a professional win for the buyer.

The culture at Hive9 is akin to most start-ups, but we like to think some things set us apart. The best ideas always win the argument, regardless of the tenure or experience of the person from which they came. Every employee is in a position to make a material impact on the business. You’ll work with the biggest names in business while we grow like crazy.

We respect your time and expect you to manage it as needed, including unlimited paid vacation for all employees, after 6 months of employment. You will find our competitive benefits and compensation packages, which includes equity for every employee, and opportunities for community service contribute to a vibrant culture where employees can enjoy a work-life balance that they custom designed.

About BrandMaker 

BrandMaker delivers a single, integrated SaaS platform to run, optimize, and automate marketing operations. BrandMaker enables CMOs and marketing teams to orchestrate marketing’s entire core resources and operational processes across strategy, campaigns, budgets, work, content, and brand.

The 2021 acquisitions of complementary, leading Marketing Operations providers Allocadia and Hive9 expand the company’s end-to-end solution to empower marketers to measure and improve marketing performance. The solution connects strategy to outcomes and accelerates growth. Independent research firms recognize BrandMaker as a leader in marketing ops. More than 350 leading enterprises, including Best Buy, Energizer, J.M. Smucker and Marriott, trust its solutions to provide seamless marketing operations orchestration.