Customer Success Director

Join HiveWatch as a Customer Success Director, where you'll lead the full post-sale experience across our entire customer base. You'll report directly to the VP of Sales and manage a team of 4-6 direct reports. This role requires a hands-on approach, diagnosing current operations and building scalable processes for onboarding, implementation, account health, renewal, and support. You'll work closely with top customers, account teams, product, engineering, and sales to ensure customer needs are met and drive long-term value.

• Lead and develop a team of 4–6 direct reports across customer success, account management, implementation, and support.
• Diagnose the current state of post-sale operations and build a clear improvement roadmap, defining and implementing scalable processes.
• Work directly with top customers to understand their environment, uncover risk, and drive long-term value, while serving as the voice of the customer internally.
• Comfortable working across both enterprise and mid-market customer environments
• Strong cross-functional communicator — can work effectively with product, engineering, sales, and executive stakeholders
• Analytical and data-driven — can define KPIs, build dashboards, and use data to drive decisions
• Experience evaluating and implementing enterprise CSM tooling (e.g., Gainsight, Totango, ChurnZero, or similar)
• Proven track record of building or significantly improving ,kkpost-sale processes in a scaling organization
• Demonstrated experience leading and developing teams — direct people management is required
• Based in or willing to work from our El Segundo, CA office; flexible schedule with expected customer travel
• 8+ years of experience in customer success, account management, or post-sale functions in a B2B SaaS environment
• Experience in physical security, critical infrastructure, enterprise SaaS, or adjacent industries
• Familiarity with complex, multi-stakeholder enterprise deployments
• Experience translating customer feedback into product requirements or roadmap influence
• Background in implementation or professional services in addition to CS