Director of Customer Success

Team Leadership & Development

• Lead and scale the Customer Success team, including Customer Success Managers, technical support staff, program managers and a hybrid of AI team members.
• Build a technical, AI empowered “full-stack” customer success culture that balances business acumen with technical problem-solving.
• Develop and implement training programs to ensure CSMs are proficient and capable using MongoDB queries, Excel reporting, HTML/CSS, and City Hive’s platform capabilities
• Foster innovation through AI and automation tools to efficiently manage high-volume client portfolios (350-500 accounts per CSM)
• Drive accountability through performance metrics while supporting professional growth
  
  

Strategic Customer Management

• Develop and execute strategies to reduce churn while driving revenue expansion across the client base
• Create frameworks to help clients maximize platform utilization (currently averaging only 5% adoption)
• Balance service delivery between small owner-operators and larger wholesale businesses/top industry suppliers
• Establish scalable processes and infrastructure to handle peak volume periods (November/December)
• Design engagement models that serve clients with varying levels of technical aptitude and bandwidth
  
  

Operational Excellence

• Own and optimize key metrics, including ticket creation/closure rates, client health scores, and engagement KPIs
• Implement systems for tracking “input KPIs” (client touchpoints) and “output KPIs” (client success outcomes)
• Build efficient support infrastructure in HubSpot and other systems to maintain service quality at scale
• Ensure timely communication with clients and internal cross-functional teams
• Develop reporting and analytics capabilities to identify trends and proactive intervention opportunities
  
  

Product & Technical Collaboration

• Function as a key liaison between customers and product/engineering teams, providing strategic feedback
• Manage client expectations regarding feature requests and product roadmap prioritization
• Collaborate with CTO and engineering teams (NYC and Israel) to resolve technical escalations
• Guide clients through City Hive’s virtualization layer, payment processing integrations (Adyen/Stripe), billing systems, and supplier onboarding tools
• Support implementation of new features and drive adoption across the client base
  
  

Revenue & Growth Impact

• Partner with Business Development team to identify expansion opportunities within existing accounts
• Design and execute programs that drive client growth and increase wallet share
• Develop retention strategies tied to measurable business outcomes
• Contribute to pricing and packaging discussions based on customer insights
• Align team compensation structure with client success metrics and uncapped bonus potential
  
  

Cross-Functional Leadership

• Build strong working relationships with Sales, Product, Engineering, and Operations teams
• Establish clear communication protocols for technical escalations and integration support
• Contribute to company-wide initiatives as a member of the leadership team
• Support the engineering-driven culture by bringing technical thinking to customer success
  
  

Industry Expertise

• Maintain deep knowledge of the wine & liquor industry and City Hive’s position as the largest technology provider in the sector
• Understand payment processing, compliance requirements, and secure/encrypted communication needs for financial transactions
• Stay current on merchant needs, billing complexities, and supplier relationship management
  
  

Industry

• Software Development
• Technology, Information and Media
• IT System Training and Support
  
  

Job Functions

• Customer Service
• Business Development
• Strategy/Planning
  
  

Skills

• Analytics
• Sales Processes
• Strategy
• Cross-functional Team Leadership
• Startups
• Account Management
• Marketing
• Customer Satisfaction
• Customer Success
• Social Media
  
  

To apply, please submit your resume and a cover letter detailing your relevant experience and how you meet the qualifications outlined above.

Who Are We

City Hive is a dynamic and rapidly growing SaaS company revolutionizing commerce by simplifying technical complexity. We serve thousands of customers nationwide and are expanding both vertically within our primary industry and horizontally into new sectors.

We embrace an impact management approach where individuals can make significant technical contributions across our product ecosystem. We’re serious about transforming retail, distribution, and production value chains by making advanced technology accessible to businesses of all sizes.