Customer Success Director

About the role

HiveWatch is building a world-class post-sale function, and this role is at the center of it. As Customer Success Director, you'll own the full post-sale experience across our entire customer base — spanning account management, implementation, customer success, and customer support. You'll report directly to the VP of Sales and lead a team of 4–6 direct reports.

Team & Function Leadership

• Lead and develop a team of 4–6 direct reports across customer success, account management, implementation, and support
• Create a team culture rooted in customer obsession, continuous improvement, and executional discipline

Post-Sale Process & Infrastructure

• Diagnose the current state of post-sale operations and build a clear improvement roadmap
• Define and implement scalable processes for onboarding, implementation, account health, renewal, and support
• Evaluate and mature our account health framework — including metrics, tooling, and early warning signals
• Build playbooks that work across enterprise and mid-market environments

Customer Health & Retention

• Own the health, retention, and growth of HiveWatch's entire customer base
• Work directly with top customers to understand their environment, uncover risk, and drive long-term value
• Partner with account teams to develop strategies for renewal and expansion
• Expect regular travel to engage on-site with strategic accounts

Product & Cross-Functional Collaboration

• Serve as the voice of the customer internally — synthesizing feedback, pattern-matching feature requests, and prioritizing product improvements
• Work closely with product and engineering to ensure customer needs are clearly articulated and actioned
• Partner with sales on handoffs, escalations, and expansion opportunities
• Bring a data-driven POV to leadership on what's working, what isn't, and what needs to change

Required Qualifications

• 8+ years of experience in customer success, account management, or post-sale functions in a B2B SaaS environment
• Demonstrated experience leading and developing teams — direct people management is required
• Proven track record of building or significantly improving post-sale processes in a scaling organization
• Comfortable working across both enterprise and mid-market customer environments
• Strong cross-functional communicator — can work effectively with product, engineering, sales, and executive stakeholders
• Experience evaluating and implementing enterprise CSM tooling (e.g., Gainsight, Totango, ChurnZero, or similar)
• Analytical and data-driven — can define KPIs, build dashboards, and use data to drive decisions
• Based in or willing to work from our El Segundo, CA office; flexible schedule with expected customer travel

Prior to Qualifications

• Experience in physical security, critical infrastructure, enterprise SaaS, or adjacent industries
• Familiarity with complex, multi-stakeholder enterprise deployments
• Background in implementation or professional services in addition to CS
• Experience translating customer feedback into product requirements or roadmap influence

Characteristics Most Important to Us

• Builder Mentality
• Diagnose Before You Build
• Customer Obsession
• Relentless & Resourceful
• Change Agent

Benefits & Culture

• Comprehensive health coverage: medical, dental, vision, and life insurance
• Cutting-edge work in an emerging field with huge growth potential
• Competitive compensation packages designed to reward top talent
• A modern, newly renovated HQ right on Main Street in El Segundo, CA
• 401(k) with a 4% company match to help you invest in your future (match launches in 2026)
• Flexible paid time off so you can recharge when you need it
• Additional benefits include ClassPass credits and a discount on pet insurance
• A family-friendly, compassionate culture that values balance and belonging