Director of Customer Success Job New York New York USA,IT/Tech

Lead and scale the Customer Success team, including Customer Success Managers, technical support staff, program managers and a hybrid of AI team members.
Build a technical, AI empowered “full-stack” customer success culture that balances business acumen with technical problem-solving.
Develop and implement training programs to ensure CSMs are proficient and capable using MongoDB queries, Excel reporting, HTML/CSS, and City Hive’s platform capabilities
Foster innovation through AI and automation tools to efficiently manage high-volume client portfolios (350-500 accounts per CSM)
Drive accountability through performance metrics while supporting professional growth

Strategic Customer Management

Develop and execute strategies to reduce churn while driving revenue expansion across the client base
Create frameworks to help clients maximize platform utilization (currently averaging only 5% adoption)
Balance service delivery between small owner-operators and larger wholesale businesses/top industry suppliers
Establish scalable processes and infrastructure to handle peak volume periods (November/December)
Design engagement models that serve clients with varying levels of technical aptitude and bandwidth

Operational Excellence

Own and optimize key metrics, including ticket creation/closure rates, client health scores, and engagement KPIs
Implement systems for tracking “input KPIs” (client touchpoints) and “output KPIs” (client success outcomes)
Build efficient support infrastructure in Hub Spot and other systems to maintain service quality at scale
Ensure timely communication with clients and internal cross-functional teams
Develop reporting and analytics capabilities to identify trends and proactive intervention opportunities

Product & Technical Collaboration

Function as a key liaison between customers and product/engineering teams, providing strategic feedback
Manage client expectations regarding feature requests and product roadmap prioritization
Collaborate with CTO and engineering teams (NYC and Israel) to resolve technical escalations
Guide clients through City Hive’s virtualization layer, payment processing integrations (Adyen/Stripe), billing systems, and supplier onboarding tools
Support implementation of new features and drive adoption across the client base

Revenue & Growth Impact

Partner with Business Development team to identify expansion opportunities within existing accounts
Design and execute programs that drive client growth and increase wallet share
Develop retention strategies tied to measurable business outcomes
Contribute to pricing and packaging discussions based on customer insights
Align team compensation structure with client success metrics and uncapped bonus potential

Cross-Functional Leadership

Build strong working relationships with Sales, Product, Engineering, and Operations teams
Establish clear communication protocols for technical escalations and integration support
Contribute to company-wide initiatives as a member of the leadership team
Support the engineering-driven culture by bringing technical thinking to customer success

Industry Expertise

Maintain deep knowledge of the wine & liquor industry and City Hive’s position as the largest technology provider in the sector
Understand payment processing, compliance requirements, and secure/encrypted communication needs for financial transactions
Stay current on merchant needs, billing complexities, and supplier relationship management