[Remote] Strategic Implementation Specialist at hive.co

Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Events Technology, SaaSIndustries

Requirements

3+ years in onboarding, customer training, or implementation—preferably in SaaS
Experience mentoring others, leading processes, or operating as a senior member of a CS team (formal management experience is a plus but not required)
Proven ability to manage multiple, simultaneous onboarding projects with precision and organization
Strong communication skills—you can lead a room, simplify complex concepts

Responsibilities

Lead and own high value customer onboardings from kickoff to activation (including tasks related to timelines, milestones, and stakeholder alignment)
Run discovery sessions to understand customer goals and tailor onboarding plans that accelerate time-to-value
Deliver high-impact training and enablement sessions that help customers confidently adopt Hive
Build strong relationships with high value / new customers, understand their objectives, and reinforce the value of Hive in achieving them
Identify patterns, gaps, and opportunities to improve our onboarding process and operations and lead initiatives to optimize and scale it
Create or refine onboarding frameworks, templates, documentation, and customer-facing enablement content
Track and report on onboarding metrics (e.g., time to go-live, adoption benchmarks), using these insights to drive continuous improvement
Act as a voice of onboarding in cross-functional discussions with Sales, Product, Support, and CS Leadership
Help customers clearly articulate their goals—even when they’re unsure—translating these into actionable onboarding plans
Proactively surface risks, communicate timelines, and ensure a smooth transition to long-term success teams
Provide feedback loops to Product and CS based on recurring customer needs, patterns, and insights from your team
With the support of the Director of CS, mentor, and support a team of onboarding specialists, helping them grow in delivery, customer communication, and project management
Serve as a point of escalation for risks, blockers, or complex onboarding scenarios
Model “what great looks like” through your personal client work, communication style, and problem-solving approach

Skills

Key technologies and capabilities for this role

Customer OnboardingStakeholder ManagementDiscovery SessionsTeam MentorshipProcess ImprovementCustomer SuccessProject TimelinesMilestones Management

Questions & Answers

Common questions about this position

Is this role remote?

Yes, this is a remote position.

What are the main responsibilities of the Strategic Implementation Specialist?

The role involves leading high-value customer onboardings, mentoring onboarding specialists, improving onboarding processes, and partnering cross-functionally to evolve the onboarding motion.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Hive?

The Customer Success team acts as trusted advisors, building strong relationships with empathy and collaboration at the center, while focusing on exceptional customer experiences and proactive guidance.

What kind of experience makes a strong candidate for this role?

Ideal candidates are energized by both executing detailed onboardings and mentoring others, thrive in details, lead with clarity, and are passionate about raising the bar on customer experience.

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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