Customer Success Director

About Us:

Hive Watch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we're solving for our customers and equally passionate about the company we're building.

Hive Watch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less "noise", we are modernizing what it means for businesses and their employees to truly feel safe.

ABOUT THE ROLE

Hive Watch 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.

This isn't a steady-state management role. You'll be expected to diagnose before you build - getting close to customers, identifying gaps, and creating the structure, processes, and playbooks that don't yet exist. You'll work hands-on with customers and cross-functionally with product, engineering, and sales to make sure Hive Watch delivers on its promise, every time.

Our customer base spans large enterprise deployments and smaller implementations. You'll need to flex between both environments with confidence. If you're energized by building, wired for improvement, and excited to get your hands dirty - this role is for you.
WHAT YOU'LL DO

Team & Function Leadership

• Lead and develop a team of 4-6 direct reports across customer success, account management, implementation, and support
• Establish clear ownership, accountability, and growth paths across each function
• 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 Hive Watch'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 ,kkpost-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, Churn Zero, 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

PREFERRED 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

You're not here to manage what exists - you're here to improve it. You create structure where there isn't any, test what works, and iterate fast. If you need a fully built playbook handed to you, this isn't the role.

Diagnose Before You Build

You know the danger of jumping straight to solutions. You get close to the customer, close to the team, and close to the data before drawing conclusions. Your instincts are sharp, but you pressure-test them.

Customer…