hive.co

Senior Customer Success Manager - Scaled

Canada

CA$85,000 – CA$110,000Compensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Event Marketing Technology, SaaSIndustries

Requirements

Candidates should have over 4 years of experience in Customer Success, Account Management, or Growth within a SaaS environment. They must have experience owning scaled or tech-touch success motions across high-volume or SMB customer segments, deep familiarity with HubSpot, and experience using or working alongside AI-powered tools to drive personalization, automation, and customer insights. A strong commercial mindset, proven ability to balance strategic thinking with hands-on execution, and excellent communication skills with experience creating scalable customer-facing content are also required. Comfort working autonomously in a fast-paced, high-growth environment is essential. Bonus points for experience in MarTech, with event organizers/marketers, familiarity with product-led growth (PLG) principles, and prior experience at an early-stage or rapidly scaling SaaS company.

Responsibilities

The Senior Customer Success Manager - Scaled will build and launch a tech-touch customer success program from the ground up, developing digital-first onboarding journeys, lifecycle engagement flows, and automated communications. They will leverage AI and automation to proactively identify at-risk accounts, trigger engagement workflows, and personalize outreach at scale, while establishing and refining customer health scores and key performance indicators. This role involves serving as the tech-enabled point of contact for a growing portfolio of small and mid-size customers, identifying strategic moments for human interaction, and providing timely support. They will guide customers to their first value moment and encourage feature adoption, monitor engagement and usage data to surface upsell and expansion opportunities, and partner with Sales and Marketing on scaled outbound motions. Owning and optimizing renewal workflows, creating and distributing scaled enablement materials, using AI tools and usage analytics to identify friction points, and collaborating with Product and Support to inform the roadmap are also key responsibilities. Additionally, they will work closely with the VP of Revenue to define strategy, document repeatable playbooks, and implement scalable systems.

Skills

Customer Success
Scalable Engagement Models
Automation
AI-driven Tools
Data Analysis
Digital Marketing
Onboarding
Customer Lifecycle Management
HubSpot
Customer Health Scores
NPS
CX Metrics
Relationship Management
Problem-Solving

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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