CityHive Vancouver · 3 weeks ago
Director of Customer Success
New York, NY
Full-time
Hybrid
Director/Executive
$130K/yr - $180K/yrCity Hive is one of the fastest growing SaaS companies in the United States, connecting retailers to wholesalers, distributors, and suppliers through its innovative platform. The Director of Customer Success will lead the Customer Success team, develop strategies to enhance client engagement, and drive revenue growth while ensuring high-quality service delivery.
EducationSustainability
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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
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
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
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
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
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
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
Preferred
Analytics
Sales Processes
Strategy
Cross-functional Team Leadership
Startups
Account Management
Marketing
Customer Satisfaction
Customer Success
Social Media
Company
CityHive Vancouver
We believe in harnessing the innovative energy, ideas, and desire for impact of young people to create a more sustainable, inclusive and liveable city.
Founded in 2015
2-10 employees
Funding
Current Stage
Early StageTotal Funding
unknownKey Investors
Vancity
2023-11-20Grant
Company data provided by crunchbase