Senior Account Manager

Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than 900 customers worldwide - including Princeton University, Stanford University, and Columbia Business Schools but also WWF or P&G alumni. We employ more than 100 people across our entities in France, in the US, in the UK, and in APAC, and 30 nationalities are represented in our team!

In 2023, we were awarded Best Hybrid Place to Work by Built In in the US and Choose My Company and Happy Index at Work in France. And we have no intention of slowing down!

In this full-time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long-term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross-sells while building executive-level relationships that position Hivebrite as a trusted partner in achieving customer goals.

You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their business objectives. Working cross-functionally with Product, Operations, and Support teams, you will deliver a seamless customer experience while demonstrating ROI and reinforcing the value of our platform at every stage of the customer lifecycle.

Please note:

this is a tri-state based hire, and we have a flexible hybrid model of ~1 time per month in our NYC midtown office.

• Own and manage a portfolio of 70-100 customer accounts, driving renewals, upsells, and cross-sells to meet or exceed quarterly and annual revenue targets
• Identify and pursue expansion opportunities within assigned accounts by developing strategic account plans aligned to customer objectives and growth potential
• Build and maintain executive-level relationships grounded in trust, consistency, and genuine investment in customer outcomes - positioning Hivebrite as a strategic partner, not just a vendor
• Negotiate renewals and commercial terms that balance customer value with company profitability, and maintain a reliable forecast in Salesforce
• Reduce churn by identifying root causes of attrition early and implementing proactive retention strategies

• Maintain hands-on fluency with the Hivebrite platform - enough to demo capabilities, troubleshoot live, and credibly advise customers on getting more value from the product
• Translate customer pain points into tailored, product-backed solutions that drive measurable outcomes, and identification of expansion and cross-sell opportunities
• Stay current on the product roadmap and proactively connect upcoming features and technical capabilities (API, SSO, integrations) to customer business objectives

• Partner with customers to define shared goals, objectives, and success criteria, aligning on what good looks like before measuring against it
• Dig past surface-level feedback to uncover root causes of friction and unmet needs - start with the customer's business goals, not the product
• Monitor product usage and adoption data to proactively identify at-risk accounts, expansion signals, and under utilization before customers raise it themselves
• Lead account reviews that tell a compelling ROI story - connecting platform usage to measurable business impact and surfacing where there's more value to unlock
• Act as the voice of the customer, translating friction and feedback into actionable insight for Product, Ops, and Onboarding

• Leverage AI tools daily to shift time from admin to strategy - account planning, business review prep, interaction synthesis, and responding to customer questions at scale
• Use AI-generated signals (health scores, churn risk, whitespace) to prioritize your book and inform strategic account plans alongside your own judgment
• Design and execute digital touch strategies - personalized email sequences, automated check-ins, and scaled outreach to maintain meaningful customer engagement across your entire portfolio

This is a flexible hybrid position - you must be able and willing…