Customer Success Associate

We are one of the fastest growing SaaS companies in the United States. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

City Hive is seeking a technically skilled Customer Success Associate to join our professional team. In this role, you will combine technical expertise with customer service skills to ensure client success with our SaaS platform. You’ll help customers maximize the value of our e-commerce solutions through technical guidance, troubleshooting support, and strategic platform adoption. The ideal candidate will have both technical aptitude and business acumen to drive customer growth and retention.

• Serve as the technical point of contact for assigned customers, understanding their business needs and technical challenges
• Conduct technical onboarding and implementation sessions, including platform configuration and integration setup
• Analyze customer platform usage data to identify technical optimization opportunities and growth potential
• Troubleshoot technical issues related to our e-commerce platform, working with support teams to ensure swift resolution
• Create and maintain technical documentation for customer reference and internal knowledge base
• Perform regular technical health checks to identify and resolve potential platform issues before they impact customers
• Guide customers through technical aspects of the platform to increase adoption of advanced features
• Identify and communicate upsell opportunities based on technical needs assessment and usage patterns
• Provide technical demonstrations of new features and capabilities that align with customer business goals
• Document customer technical environments, configurations, and requirements in CRM systems
• Collaborate with product teams to communicate customer technical feedback and feature requests

• Relevant technical background through education, certifications, or equivalent experience
• 1‑2 years of experience in e‑commerce platforms, SaaS implementation, or technical customer support
• Knowledge of e‑commerce concepts, digital storefronts, and online retail operations
• Experience with CRM platforms and ability to maintain detailed customer records
• Proficiency with data analysis tools to derive insights from customer usage patterns
• Familiarity with API concepts and integration principles
• Ability to understand technical logs and troubleshoot common platform issues
• Experience with e‑commerce integrations (payment gateways, inventory systems, etc.)
• Technical documentation skills and ability to create customer‑facing guides
• Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support

• Strong interpersonal and communication skills with ability to explain technical concepts clearly
• Problem‑solving abilities with a systematic and analytical approach
• Revenue‑focused mindset with ability to identify technical opportunities for growth
• Customer‑centric approach with genuine desire to help customers succeed
• Detail‑oriented with excellent organizational skills to manage multiple accounts
• Adaptability in a fast‑paced technical environment
• Experience in the Beverage Alcohol industry is a plus

• Revenue growth through technical adoption and feature utilization
• Technical upsell performance metrics
• Platform implementation success rate
• Technical issue resolution time and effectiveness
• Customer technical proficiency improvement measurements
• Customer retention rate with focus on technical adoption
• Customer Satisfaction (CSAT) Score related to technical support
• Quality of technical documentation and knowledge base contributions

City Hive is a dynamic and rapidly growing SaaS company revolutionizing commerce by simplifying technical complexity. We serve thousands of customers nationwide and are expanding both vertically within our primary industry and horizontally into new sectors. We embrace an approach where individuals can make significant technical contributions across our product ecosystem. We’re serious about transforming retail, distribution, and production value chains by making advanced technology accessible to businesses of all sizes.

Seniority Level Associate

Employment Type Full‑time

Department Operations

Location NYC

Week Mon‑Fri