Manager, Customer Success

At Hive were all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together and our industry-leading platform makes it easier than ever for promoters to build strong lasting connections with their audiences. Our mission is simple: to help live events grow.

Were looking for a Manager of Customer Success to lead and scale our Customer Success team. Youll be responsible for driving retention expansion and operational excellence across our portfolio of key accounts.

Youll coach and empower a team of CSMs to retain and expand our existing customer base build trusted partnerships with leading event organizations and champion the use of automation and AI to deliver world-class efficiency at scale. Youll also represent the voice of the customer inside Hive and keep the team focused on driving product adoption across our portfolio.

This is a high-impact role for a strategic leader who thrives on building strong teams driving customer growth and collaborating cross-functionally to shape the future of our customer experience.

• Lead coach and develop a high-performing team of CSMs responsible for the success retention and growth of our customer base.

• Foster a culture of ownership curiosity and accountabilityensuring every team member is equipped to deliver measurable customer and business outcomes.

• Build team capacity plans and guide hiring promotions and professional development.

• Own retention and expansion of our existing customer base executed day-to-day through your team of CSMs.

• Partner with Sales and Revenue 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 escalation point for complex customer situationsbalancing empathy with commercial and operational priorities.

• Build and represent the voice of the customer inside Hivesurfacing what customers need beyond the feature requests that come in through support and shaping how that feedback reaches Product and GTM.

• Champion product adoption across our portfolio helping customers get more value from what theyve already bought and grow the dollar value of each account through deeper usage.

• Collaborate with Product Support Onboarding Engineering Marketing and Sales to ensure a seamless customer journey and continuous improvement loop.

• Represent Hive at conferences panels and industry eventspositioning us as thought leaders in event marketing technology and customer success innovation.

• Build relationships with key customer executives to deepen trust and advocacy.

• 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.

• Sales experience is helpful but not requiredcomfort with commercial conversations like renewals expansion and upsell is what matters most.

• Background in marketing technology or the live events industry is a plus.

• A people-first leader who motivates through clarity empathy and accountability.

• A builder and operator at heartyou create the systems playbooks and processes as you go rather than waiting for someone to hand you one and youre comfortable building 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 adaptableyou stay ahead of emerging technologies like AI and automation to drive smarter ways of working.

Comp/Benefits Package:

• Meaningful salary equity: youre rewarded based on impact

  • The compensation range for this role is $100000 to $146000 CAD per year depending on qualifications and experience. This compensation range takes into account a wide range of factors that are considered in making compensation decisions including but not limited to job-related skills experience and relevant training and business and organizational needs. New hires are expected to start between $112000 and $123000 (the midpoint of the band) with commission. The range reflects not just where you begin but the growth we expect and invest in as you grow at Hive.

• Work fully remote in Canada: where youre most productive whether that be from your house or elsewhere. We just ask that you have the legal work authorization in the country that you reside & work within. Unfortunately we are unable to hire within Quebec at this time.

• Flexible work hours: customize your schedule as long as its not disruptive to your role team and Hive.

• Health Insurance: Comprehensive health and dental coverage with a parental leave top-up program.

• Live Experience stipend: a stipend to go out and experience live events whether thats a concert festival sporting event or anything else that energizes and inspires you.

• Unlimited vacation/PTO policy: so you can be happy and healthy!

A note on recruitment scams: Were aware of scammers pretending to be Hive recruiters sometimes using fake job postings look-alike email addresses or messaging apps. Real Hive recruiters will only contact you from an @ or @ email address and every open role is listed at Hive will never ask you to pay a fee buy equipment or share banking or government ID details during the interview process and we dont interview by text or chat app alone. If youre unsure whether a message is really from us email before you reply.

About Hive

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1500 of the most iconic event festivals venues promoters and event-centric brands across North America. We help our clients sell out their shows and make their events unforgettable - by helping them grow their customer base and personalizing and automating their email SMS and ad campaigns.

Hive integrates with 25 partners like Ticketmaster and Shopify ingesting rich customer data in real-time. With this data event marketers can segment their audiences in powerful ways and send timely customized messages to their customers. Hive was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today were a remote-first team spread across Canada and the US building a product and a culture that values clarity ownership and real customer impact.

To learn more about our team check out theAbout Us andCareers pages on our website.

Required Experience:

Manager