Job Purpose

In this full-time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long-term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross-sells while building executive-level relationships that position Hivebrite as a trusted partner in achieving customer goals.

You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their business objectives. Working cross-functionally with Product, Operations, and Support teams, you will deliver a seamless customer experience while demonstrating ROI and reinforcing the value of our platform at every stage of the customer lifecycle.

Please note: this is a tri-state based hire, and we have a flexible hybrid model of ~1 time per month in our NYC midtown office.

Job Responsibilities 

Your main responsibilities will be:

• Own and manage a portfolio of 70-100 customer accounts, serving as the primary point of contact for all strategic and commercial activities

• Identify and successfully close renewals and expansion opportunities within assigned accounts, achieving or exceeding quarterly and annual revenue targets

• Develop and execute strategic account plans to drive growth, align with customer objectives, and ensure long-term retention

• Build and maintain executive-level relationships with key stakeholders across your customer base, positioning Hivebrite as a strategic partner

• Monitor account performance to identify risks, opportunities, and areas for additional value creation

• Reduce churn by understanding root causes of attrition and implementing proactive strategies to retain and strengthen relationships

• Lead account reviews and Executive Business Reviews (EBRs) to demonstrate ROI, reinforce value, and align on future initiatives

• Negotiate renewals and commercial terms, ensuring alignment with company pricing and profitability goals

• Leverage AI agents to prioritize actions, build account plans, and respond to customer questions at scale

• Partner cross-functionally with Product, Operations, and Support teams to deliver a seamless customer experience and ensure commitments are met

• Develop a deep understanding of the Hivebrite platform and articulate the value to customer stakeholders at all levels of leadership

• Host Office Hours sessions to enable frequent customer touchpoints at scale

• Forecast renewals and expansions in Salesforce to provide clear reporting to management

• Act as the voice of the customer and communicate product feedback to internal teams to ensure customer needs are effectively addressed

• Collaborate with the Onboarding team to ensure customers achieve initial value quickly and knowledge is transferred seamlessly from the sales process

• Assist the Support team with escalating key customer concerns and driving resolution

• Domestic and international travel as needed, ideally visiting each customer once per year

• Early morning meetings (before 9am EST) as needed to facilitate discussion with colleagues in the EU
  

Job Qualifications

This is a flexible hybrid position - you must be able and willing to commute to a NYC midtown office ~1x per month. Applicants will only be considered in New York, New Jersey, and Connecticut for this role.

• 5-10+ years relevant work experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup/scaleup environment

• Proven track record of meeting or exceeding revenue targets through renewals, upsells, and expansion

• Strong commercial acumen and demonstrated ability to identify, qualify, and close opportunities within existing accounts

• Proven ability to use AI to maximize your individual impact and reduce low-value manual activities

• Outstanding ability to articulate the value of a software product and align it to business outcomes

• Demonstrated success working cross-functionally to deliver customer outcomes and drive internal alignment

• Experience negotiating contract renewals and commercial terms

• Ability to prioritize, multi-task, and perform effectively under pressure in a fast-paced environment

• Willingness to work within ambiguity and adapt to changing business needs

• Understanding of technical concepts (API, SSO) and ability to align them to desired business outcomes

• Excellent presentation, written, and verbal communication skills

• Outstanding critical thinking and problem-solving skills

• Active listener with the ability to uncover customer needs and translate them into actionable account strategies

• Results-driven mindset with a focus on measurable impact and team success

Preferred Qualifications

• Experience working with a multi-cultural team

• Knowledge of online community management space