Senior Customer Success Manager - Scaled

Salary: CA$85K - CA$110K Location Type: Remote Employment Type: Full-Time

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About Hive

At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Our platform powers marketing for 1,500+ iconic events, festivals, venues, and promoters across North America. We help them grow their customer base and sell out shows using intelligent, automated, and personalized digital marketing tools. Hive integrates with 25+ platforms (like Ticketmaster and Shopify) to provide rich customer data in real-time, enabling event marketers to engage their audiences with precision and impact.

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The Opportunity

We’re hiring our first Senior Customer Success Manager - Scaled to lead the way in supporting and growing our long-tail customer base: high-potential, lower-revenue accounts that deserve thoughtful, digital-first care.

This is a high-impact, foundational role that will define our approach to tech-enabled Customer Success. You’ll be responsible for designing and implementing a scalable engagement model using automation, AI-driven tools, and data to deliver meaningful customer experiences across hundreds of accounts.

You’re a builder and a doer—ready to architect scalable systems while rolling up your sleeves to execute and iterate quickly.

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What You’ll Do

Build a Scalable Success Model

• Design and launch a tech-touch customer success program from the ground up.
• Develop digital-first onboarding journeys, lifecycle engagement flows, and automated communications powered by tools like HubSpot.
• Leverage AI and automation to proactively identify at-risk accounts, trigger engagement workflows, and personalize outreach at scale.
• Establish and refine customer health scores, NPS/CX metrics, and key performance indicators.

Own the Scaled Customer Journey

• Serve as the tech-enabled point of contact for a growing portfolio of small and mid-size customers.
• Identify strategic moments for lightweight human interaction and provide timely support that drives value.
• Guide customers to their first value moment and encourage feature adoption over time through AI-powered insights and product nudges.

Drive Commercial Outcomes

• Monitor engagement and usage data to surface upsell and expansion opportunities.
• Partner with Sales and Marketing on high-volume campaigns and scaled outbound motions.
• Own and optimize renewal workflows, ensuring proactive outreach and strong retention metrics.

Enable Product-Led Success

• Create and distribute scaled enablement materials—email campaigns, help docs, videos, and in-app messages—using HubSpot and similar platforms.
• Use AI tools and usage analytics to identify common friction points and suggest feature improvements.
• Collaborate with Product and Support to inform the roadmap and improve usability.

Be a Foundational Team Member

• Work closely with the VP of Revenue to define strategy, goals, and success metrics for this segment.
• Document repeatable playbooks and implement systems that scale as the team grows.
• Act as a subject-matter expert in scaled success and automation—this is a leadership-track role.

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What You Bring

• 4+ years of experience in Customer Success, Account Management, or Growth within a SaaS environment.
• Experience owning scaled or tech-touch success motions across high-volume or SMB customer segments.
• Deep familiarity with HubSpot.
• Experience using or working alongside AI-powered tools to drive personalization, automation, and customer insights.
• Strong commercial mindset—you’ve influenced renewals, expansion, and customer-led revenue.
• Proven ability to balance strategic thinking with hands-on execution.
• Excellent communicator with experience creating scalable customer-facing content.
• Comfort working autonomously in a fast-paced, high-growth environment.

Bonus Points

• Experience working in MarTech or with event organizers/marketers.
• Familiarity with product-led growth (PLG) principles and execution.
• Prior experience at an early-stage or rapidly scaling SaaS company.

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Compensation & Benefits Package

• Meaningful salary + equity: you’re rewarded based on your contributions.