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