[Remote] Manager, Customer Success at hive.co

Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Events, Technology, SaaSIndustries

Requirements

4+ years in Customer Success, Account Management, or Customer Experience roles in SaaS, with at least 2+ years in leadership (managing Sr. CSMs and CSMs)
Proven success driving retention, expansion, and renewals at scale, ideally in a high-growth environment
Strong understanding of customer success frameworks, lifecycle management, and value-based customer engagement
Experience working cross-functionally with Product, Sales, and Operations teams to deliver unified customer outcomes
Comfort using data and automation to drive decisions, optimize processes, and measure team performance
Background in marketing technology or the live events industry is a plus
A people-first leader who motivates through clarity, empathy, and accountability
Action-oriented and comfortable with ambiguity—you help build the plane as we fly it
Strategic and analytical, with a strong grasp of business metrics and customer health data
Calm under pressure; you bring focus and structure to complex customer situations
Curious and adaptable

Responsibilities

Lead, coach, and develop a high-performing team of Senior CSMs responsible for the success, retention, and growth of our top-tier customers
Foster a culture of ownership, curiosity, and accountability—ensuring every team member is equipped to deliver measurable customer and business outcomes
Build team capacity plans and guide hiring, promotions, salary setting, and professional development
Execute and refine our customer success strategy for our enterprise and strategic portfolio
Partner with Sales and Operations to forecast renewals, drive expansion opportunities, and maintain best-in-class GDR and NDR
Build scalable playbooks and frameworks that empower CSMs to consistently deliver results
Support initiatives to integrate AI and automation into customer workflows, reducing manual touchpoints while increasing engagement and improving responsiveness
Identify areas where automation can enhance insight gathering, and renewals—helping Hive deliver proactive, data-driven support at scale
Act as an executive escalation point for complex customer situations—balancing empathy with commercial and operational priorities
Collaborate with Product, Support, Onboarding, Engineering, Marketing, and Sales to ensure a seamless customer journey and continuous improvement loop
Serve as a subject matter expert and advocate for our clients, representing their needs internally to inform roadmap and GTM decisions
Represent Hive at conferences, panels, and industry events—positioning us as thought leaders in event marketing technology and customer success innovation
Build relationships with key customer executives to deepen trust and advocacy

Skills

Customer Success

Team Leadership

Retention

Expansion

Renewals

Automation

GDR

NDR

Playbooks

Forecasting

Hiring

Professional Development

hive.co

Data-driven marketing platform for businesses

About hive.co

Hive.co is a marketing platform that helps businesses improve customer engagement by integrating data from various sources. It mainly targets e-commerce businesses, event organizers, and online enterprises that want to enhance their marketing strategies. The platform allows users to automate marketing campaigns and access real-time insights about their customers. Hive.co operates on a subscription model, where clients pay for different levels of service and the number of integrations they need. By connecting with platforms like Squarespace and Zapier, Hive.co enables businesses to create efficient marketing workflows. Its main features include automated deliverability, customer success tools, and real-time analytics, all designed to increase sales and customer interaction. Hive.co also prioritizes a positive work environment, focusing on employee well-being and professional development.

Waterloo, CanadaHeadquarters

2014Year Founded

$120KTotal Funding

LATE_VCCompany Stage

Data & Analytics, Consumer Software, Consumer GoodsIndustries

11-50Employees

Benefits

Health Insurance

Dental Insurance

Flexible Work Hours

Remote Work Options

Unlimited Paid Time Off

Parental Leave

Risks

Increased competition from AI-driven marketing platforms like Klaviyo and Iterable.

Privacy concerns and regulatory changes may impact Hive's data collection practices.

Economic downturns could lead to reduced budgets for marketing platforms like Hive.

Differentiation

Hive integrates with platforms like Shopify, Mailchimp, and Facebook for seamless data sync.

The platform offers real-time insights and automated deliverability to boost customer engagement.

Hive's subscription model allows businesses to choose services based on their integration needs.

Upsides

Hive can leverage zero-party data collection to enhance data-driven marketing strategies.

AI-driven predictive analytics in email marketing can improve Hive's platform offerings.

Omnichannel marketing strategies align with Hive's strength in seamless integrations.

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