[Remote] Senior Customer Success Manager - Scaled at hive.co

The Senior Customer Success Manager - Scaled will build and launch a tech-touch customer success program from the ground up, developing digital-first onboarding journeys, lifecycle engagement flows, and automated communications. They will leverage AI and automation to proactively identify at-risk accounts, trigger engagement workflows, and personalize outreach at scale, while establishing and refining customer health scores and key performance indicators. This role involves serving as the tech-enabled point of contact for a growing portfolio of small and mid-size customers, identifying strategic moments for human interaction, and providing timely support. They will guide customers to their first value moment and encourage feature adoption, monitor engagement and usage data to surface upsell and expansion opportunities, and partner with Sales and Marketing on scaled outbound motions. Owning and optimizing renewal workflows, creating and distributing scaled enablement materials, using AI tools and usage analytics to identify friction points, and collaborating with Product and Support to inform the roadmap are also key responsibilities. Additionally, they will work closely with the VP of Revenue to define strategy, document repeatable playbooks, and implement scalable systems.