Customer Success Manager : Hive

Job info

Hive.co, a dynamic platform revolutionizing event marketing, is hiring a Manager, Customer Success. This fully remote role offers the chance to lead a high-performing team and drive customer growth in a vibrant industry. If you’re passionate about creating impactful customer experiences and leveraging technology, this is the opportunity for you!

Job Description

• 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.

Qualifications

Required

• 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.

Compensation & Benefits

• Meaningful salary + equity: you’re rewarded based on impact.
• Work fully remotely in Canada or the US: where you are most productive.
• Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, and Hive.
• Comprehensive health and dental coverage with a parental leave top-up program.
• Unlimited vacation/PTO policy: so you can be happy and healthy!

About Us

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for over 1500 iconic events, festivals, venues, and brands across North America. We help our clients sell out their shows and make their events unforgettable by personalizing and automating their campaigns. Founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014, we are a remote-first team that values clarity, ownership, and real customer impact.