Director of Customer Success

ABOUT US:

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

OVERVIEW:

This role requires a unique blend of physical security domain expertise, customer relationship skills, and technical understanding to drive success in our high-growth customer landscape.
As the Director of Customer Success, you will be a primary relationship owner for our enterprise security customers, managing their success with our innovative physical security program solutions. You’ll collaborate closely with customer security programs to enhance their operations with the HiveWatch GSOC OS SaaS platform. You'll leverage your deep industry experience to understand customer needs, drive adoption, and ensure our platform delivers measurable security outcomes in their environment - you’ll empower our customers to be champions to their bosses and leaderships. This role is the cornerstone of our Customer Success program and will be responsible for hiring a team of dynamic customer success personnel to scale the program.

WHAT YOU'LL DO:

• Build a Customer Success function that is customer obsessed


• Build and nurture strategic relationships with key stakeholders across customer security teams, including operational security personnel, integrators, guard service providers, and technical system administrators


• Deeply understand customer security operations, workflows, and challenges to optimize their operations through our platform’s capabilities


• Build on our Customer Success program and manage a team of personnel to support our growing customer base


• Deeply understand our software products and facilitate delivery of feedback to the Product team


• Collect and prioritize product feedback considering impact to customers across the board


• Leverage account health metrics, usage patterns, and adoption indicators to advocate for customer needs


• Coordinate cross-functionally with sales, implementation, technical support, and product development resources to ensure customer success


• Work from our headquarters in El Segundo, CA


• This position will include travel up to 25%

REQUIRED QUALIFICATIONS & TRAITS:

• 5+ years of experience in the physical security industry, preferably with exposure to enterprise security operations


• 7+ years of experience in consulting, customer success, or account management


• Proven ability to lead, and manage teams


• Strong understanding of incident management workflows and security operations


• Proven track record of managing customer relationships in a B2B environment


• Excellent communication and presentation skills with ability to explain technical concepts to various stakeholders


• Exceptional problem-solving abilities with demonstrated experience turning complex customer challenges into opportunities


• Be a leader who’s not afraid to “Do”


• Strong time management, organizational, written and verbal skills

STANDOUT QUALIFICATIONS:

• Security:




• Demonstrated experience working with or for security integrators or guard service providers


• Knowledge of GSOC/SOC technology stacks for security systems


• Direct experience working in or supporting a GSOC or SOC environment


• Familiarity with common physical security software platforms and manufacturers (e.g., Honeywell, Lenel, Genetec, Milestone, AMAG, C•CURE, Gallagher, Verkada, Genea, and others)


• Technical:




• Understanding of technical concepts like VMs, APIs, networking, authentication


• Understanding of or familiarity with API integrations


• Experience with relevant compliance or risk management standards and frameworks


• Experience working closely with Product stakeholders to deliver customer feedback


• Startup experience and/or early stage SaaS experience


• Operations:




• Project management experience at a SaaS company


• Experience executing live and virtual trainings


• Experience developing and tracking customer success metrics (CSAT)

ADDITIONAL INFO :

• Base salary range for this position is $145,000 - $175,000 USD per year


• Eligible to participate in HiveWatch Equity Incentive Plan

BENEFITS & CULTURE:

In an effort to provide for our employees, HiveWatch offers a competitive benefits package which includes:

• Health Benefits: Medical, Vision, Dental and Life Insurance


• Cutting edge solutions in an emerging field with lots of growth potential


• Generous compensation packages


• 401K


• Family friendly & compassionate work culture


• Work with good people who CARE about making the world a better place

What is CARE? HiveWatch enables its employees to CARE for themselves, and each other through unique programs crafted by HiveWatch employees themselves. To deliver on our mission, we empower our employees to consider the meaning of job security on a holistic level. At HiveWatch, you are encouraged to challenge the status quo, provide your unique point of view, and leave fear at the (access controlled) door. In practicing CARE, we:

• Celebrate our diverse workforce and all communities within HiveWatch.


• Assist the varying needs of our employees, from maintaining a work life balance to encouraging personal aspirations.


• Respect one another through our interactions and set personal boundaries.


• Embrace equity through our policies and practices of hiring, promoting, and offering benefits that take care of the whole person, not just the worker.

OUR EEO STATEMENT:

At HiveWatch, you are encouraged to challenge the status quo, provide your unique point of view, and leave fear at the (access controlled) door. HiveWatch enables its employees to CARE for themselves and each other through unique programs crafted by HiveWatch employees.

HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals. We execute our hiring practices so that they are merit-based and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity/expression, marital status, age, disability, medical condition, genetic information, national origin, ancestry, military or veteran status, or other protected characteristic.