Customer Success Manager

Our ideal candidate has:

• A proactive, data-driven mindset—someone who anticipates needs, identifies risk early, and acts before problems escalate.
• Strong customer communication skills, able to guide onboarding, present value clearly, and manage renewal conversations with confidence.
• High organizational rigor, capable of managing 80–120 accounts while maintaining accurate, complete documentation in Salesforce.
• Ownership mentality—takes accountability for customer outcomes, follows structured processes, and drives cross-functional alignment.
• Ability to interpret dashboards and usage signals to connect customer behavior with actions that improve adoption, retention, and GRR.
• Experience in Customer Success, Account Management, SaaS, IoT, logistics, or supply chain.

Nice to Haves:

• Familiarity with Salesforce, Pendo, and analytics dashboards.
• Background supporting hardware + software products or running high-volume, process-driven books of business.
• Strength in leading QBRs, value storytelling, and ROI narratives.
• Experience managing renewals, including pricing changes or expansion conversations.
• Understanding of trial management, onboarding flows, or customer lifecycle methodologies.
• Ability to collaborate closely with Sales, Support, Product, RevOps, and Operations teams.

What you’ll be doing:

• Lead and execute all trial activities—pre-engagement, kickoff, midpoint, and final review—following Tive’s standardized trial playbook.
• Deliver onboarding and training, ensuring customers reach key early milestones (first activation, first shipment, first value).
• Monitor engagement using Pendo, Salesforce, and Sigma, intervening early when adoption or usage trends decline.
• Run QBRs and check-ins to reinforce value, share insights, and deepen product usage.
• Manage renewals end-to-end: prepare 90 days out, schedule renewal conversations, partner with AEs, and ensure accurate service contract details.
• Mitigate churn risk proactively through order-activity monitoring, usage analysis, and early outreach to declining accounts.
• Identify expansion signals (software tier, increased volume, additional services) and route opportunities to Sales.
• Document every touchpoint in Salesforce to support performance metrics and ensure cross-functional visibility.
• Collaborate with Sales, Support, Product, RevOps, and Green Program teams to resolve blockers, escalate issues, and improve customer outcomes.
• Ensure portfolio health by achieving PES targets, trial conversion, on-time renewals, and GRR goal performance.

Need to know info (optional section):

• This role manages a high-volume portfolio (80–120 accounts) and relies on strict process adherence.
• Some customer meetings may fall outside standard hours depending on time zones.
• This role partners closely with AEs during renewal cycles and may require rapid-response communication during churn risk scenarios.
• Occasional travel may be required for customer meetings or team events

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice. 
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.
  
  

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.