Customer Success Associate

About Hivel

Hivel is a B2B SaaS solution for engineering teams to bring in data-driven culture for people and process efficiency. We aim to make engineering teams release features more often, take less time to roll out features, and still avoid team burnout!

We are a US-based startup with product and development based out of India. We are building in India for global markets, using the Silicon Valley exposure of our founder, advisors, and investors from top companies like Uber, Square, Microsoft, and Amazon. We are based out of Hyderabad but are open to remote team members as long as they can travel occasionally. 

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What You'll Be Doing:

We're excited to welcome a Customer Success Associate to our expanding team! If you're someone who thrives on versatility and enjoys interacting with clients while collaborating closely with our tech and customer success squads, this role is tailor-made for you. Join us on the thrilling 0-1 journey as we enhance our client experience and partner with the tech team to shape optimal product features, all while independently tackling most technical support challenges. This position offers an exhilarating opportunity for individuals eager to leverage their technical expertise and people skills to forge meaningful connections with Engineering leaders.

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Location : Hyderabad

• Bachelor's degree.
• 1-2 years of experience in Customer Success, preferably within the SaaS industry, engaging with Mid-Market/Enterprise clients
• Exceptional communication skills; adept at ensuring client satisfaction and engagement.
• Willing to learn the product and tech in depth.
• Enthusiastic problem solver with a keen interest in data analysis.
• Comfortable and skilled in client communication.

• Engage with clients during free trial stage and onboarding to showcase the full value of Hivel.
• Provide continuous technical support, addressing inquiries and resolving minor issues
• Collaborate with the sales team to facilitate technical discussions with clients
• Utilize SQL queries for ad-hoc reporting and pattern analysis, sharing actionable insights.
• Cultivate strong client relationships, gaining a deeper understanding of their processes and offering best practices for enhanced engineering efficiency.
• Work closely with the tech and customer success teams to ensure client success while aligning with the product roadmap and technical team workflow.

• Competitive salary and optional equity 
• Health insurance for you and your family (spouse and children)
• Generous vacation policy and paid holidays like family leave, medical leave, and bereavement leave policies.

If you got to this point, we hope you're feeling excited about the job description you’ve just read! Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Hivel’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Equal Opportunity Employer

As an equal opportunity employer, we do not discriminate based on race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status or any other legally-protected characteristic.