Customer Success Manager

Why This Role Exists
We’re expanding our Customer Success team to serve a growing customer base of fast-moving engineering organizations. You’ll work closely with tech leads, VPs of Engineering, and CTOs - ensuring they’re getting the utmost value from Hivel’s insights and tools. This role owns the Eastern Time (US) window and will be the primary driver of onboarding, adoption, and day-to-day value delivery for stakeholders in that region.

What You’ll Do

• Own onboarding and activation for your assigned stakeholder group(s) within a large, multi-team engineering customers, translating Hivel's tools and insights into real workflow adoption.
• Own the end-to-end relationship with multiple stakeholders.
• Serve as the internal quarterback across Product, Support, and Engineering to resolve escalations and drive account health for a Tier-1 account.
• Conduct regular QBRs/MBRs with key stakeholders to align on value and roadmap
• Drive customer renewals with a focus on long-term impact and account health
• Understand how software teams operate (SDLC, agile, dev tools) and coach customers accordingly
• Support US-based customers during EST timezone (5:30 pm IST - 2:30 am IST)
• Track and improve customer sentiment metrics (NPS, CSAT) by closing the feedback loop
• Lay the groundwork for future expansion by ensuring strong, well-documented value delivery - though the primary mandate is service and adoption, not deal-driving

What We’re Looking For

• 2-4 years of experience in a Customer Success or account-facing SaaS role
• Hands-on experience managing mid-market or enterprise customers
• Strong communication skills, confident leading executive-level QBRs/MBRs and renewal conversations
• Familiarity with engineering workflows, SDLC, and tools like Jira, GitHub, or CI/CD platforms
• Ability to navigate ambiguity, structure problems, and own outcomes end-to-end
• Comfortable working during EST (5:30 pm IST - 2:30 am IST)

Brownie Points
While not mandatory, the following will make your application stand out:

• Experience as a CSM or CSA at a developer tools or software engineering-focused startup
• Experience working directly with US-based clients or global customer orgs
• A technical education background (e.g., CS, IT, BCA, Engineering) that helps you speak the language of our users

What You’ll Get

• Fast-growing, high-impact role with visibility across the org
• Direct access to shape the workflows of product, sales, and engineering teams
• Opportunity to shape how engineering teams across industries operate and improve

📍 Hyderabad | 💼 Full-time | 🕐 In-office

Experience: 2 to 4 years