Customer Success Representative

About the role

Tive is looking for a proactive Customer Success Representative to guide customers through onboarding, drive adoption, and manage renewals. You will work with a portfolio of 60‑70 accounts, ensuring shipments are delivered on time and in full while delivering measurable value.

Key responsibilities

• Lead trial activities from pre‑engagement to final review using Tive’s standardized playbook.
• Deliver onboarding and training, helping customers achieve early milestones such as first activation and first shipment.
• Monitor engagement via Pendo, Salesforce, and Sigma, intervening early when usage declines.
• Conduct quarterly business reviews and regular check‑ins to reinforce value and expand product usage.
• Own end‑to‑end renewal process, coordinating with Account Executives and ensuring accurate contract details.
• Proactively mitigate churn by analyzing order activity and usage trends.
• Identify expansion opportunities and route them to the sales team.
• Document all interactions in Salesforce for performance tracking and cross‑functional visibility.

Required profile

• Data‑driven mindset with ability to anticipate needs and spot risk early.
• Strong customer communication skills for onboarding, value presentation, and renewal conversations.
• High organizational rigor to manage a large account base with accurate documentation.
• Ownership mentality, following structured processes and driving cross‑functional alignment.
• Experience in Customer Success, Account Management, SaaS, IoT, logistics, or supply chain.

Required skills

• Salesforce
• Pendo
• Sigma (analytics dashboard)