Customer Success Director

Responsibilities

• 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
• Diagnose current post-sale operations and build a scalable improvement roadmap
• Define and implement processes for onboarding, implementation, account health, renewal, and support
• Own the health, retention, and growth of the entire customer base
• Work directly with top customers to uncover risk and drive long-term value
• Serve as the voice of the customer internally, synthesizing feedback for product and engineering teams
• Partner with sales on handoffs, escalations, and expansion opportunities

Requirements

• 8+ years of experience in customer success, account management, or post-sale functions in B2B SaaS
• Demonstrated experience in direct people management
• Proven track record of building or improving post-sale processes in scaling organizations
• Experience with enterprise CSM tooling (e.g., Gainsight, Totango, ChurnZero)
• Analytical and data-driven approach to defining KPIs and building dashboards
• Ability to work from the El Segundo, CA office and travel for customer engagement

Preferred Qualifications

• Experience in physical security, critical infrastructure, or enterprise SaaS
• Familiarity with complex, multi-stakeholder enterprise deployments
• Background in implementation or professional services
• Experience translating customer feedback into product roadmap influence

Benefits

• Comprehensive health coverage including medical, dental, vision, and life insurance
• Competitive compensation and equity incentive plan
• 401(k) with a 4% company match (launching 2026)
• Flexible paid time off
• ClassPass credits and pet insurance discounts

About the Company

HiveWatch is a tech-forward organization modernizing the physical security industry. We help security teams pivot from chasing threats to preventing them through the intelligent orchestration of physical security programs.