Customer Success Representative

At Tive, we imagine a fully-transparent world in which everything and everyone is connected. We innovate beyond what the world thought possible—so what people hold near and dear arrives on time and in full.

We believe (and live!) four core values:

• Transparency First: We make everything visible so that everyone can operate better
• Always strive to make things simpler
• We are One Team, we have each other's backs
• Relentless iteration to optimize and improve

Whether shipped by road, rail, ocean, or air, Tive reduces shipment delays, minimizes rejected loads, and decreases theft, damage, and spoilage. Our customers count on Tive to ensure that their shipments are delivered on time and in full—because every shipment matters.

Our ideal candidate has:

• A proactive, data-driven mindset—someone who anticipates needs, identifies risk early, and acts before problems escalate.
• Strong customer communication skills, able to guide onboarding, present value clearly, and manage renewal conversations with confidence.
• High organizational rigor, capable of managing 60–70 accounts while maintaining accurate, complete documentation in Salesforce.
• Ownership mentality—takes accountability for customer outcomes, follows structured processes, and drives cross-functional alignment.
• Ability to interpret dashboards and usage signals to connect customer behavior with actions that improve adoption, retention, and GRR.
• Experience in Customer Success, Account Management, SaaS, IoT, logistics, or supply chain.

Nice to Haves:

• Familiarity with Salesforce, Pendo, and analytics dashboards.
• Background supporting hardware + software products or running high-volume, process-driven books of business.
• Strength in leading QBRs, value storytelling, and ROI narratives.
• Experience managing renewals, including pricing changes or expansion conversations.
• Understanding of trial management, onboarding flows, or customer lifecycle methodologies.
• Ability to collaborate closely with Sales, Support, Product, RevOps, and Operations teams.

What you’ll be doing:

• Lead and execute all trial activities—pre-engagement, kickoff, midpoint, and final review—following Tive’s standardized trial playbook.
• Deliver onboarding and training, ensuring customers reach key early milestones (first activation, first shipment, first value).
• Monitor engagement using Pendo, Salesforce, and Sigma, intervening early when adoption or usage trends decline.
• Run QBRs and check-ins to reinforce value, share insights, and deepen product usage.
• Manage renewals end-to-end: prepare 90 days out, schedule renewal conversations, partner with AEs, and ensure accurate service contract details.
• Mitigate churn risk proactively through order-activity monitoring, usage analysis, and early outreach to declining accounts.
• Identify expansion signals (software tier, increased volume, additional services) and route opportunities to Sales.
• Document every touchpoint in Salesforce to support performance metrics and ensure cross-functional visibility.
• Collaborate with Sales, Support, Product, RevOps, and Green Program teams to resolve blockers, escalate issues, and improve customer outcomes.
• Ensure portfolio health by achieving PES targets, trial conversion, on-time renewals, and GRR goal performance.

Need to know info (optional section):

• This role manages a high-volume portfolio (40-80 accounts) and relies on strict process adherence.
• Some customer meetings may fall outside standard hours depending on time zones.
• This role partners closely with AEs during renewal cycles and may require rapid-response communication during churn risk scenarios.
• Occasional travel may be required for customer meetings or team events
  

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice. 
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.
  

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.