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
