Senior Customer Success Manager

At Hive, we’re 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.

The Role

Hive is looking for a passionate and experienced Senior Customer Success Manager to join our growing Customer Success team. Reporting to the Director of Customer Success, you will be instrumental in ensuring the long-term success and growth of our key customers. You will leverage your commercial acumen to identify opportunities for expansion, drive adoption, and build strong, lasting relationships. We’re seeking a proactive and results-oriented individual with a deep understanding of customer success principles and a proven ability to drive value for clients.

Our Customer Success Team

The Customer Success team at Hive is dedicated to ensuring our clients achieve their desired outcomes through our marketing platform. We act as trusted advisors, building strong relationships, understanding their unique needs, and proactively guiding them to success. We are passionate about helping our customers maximize the value of Hive, leading to increased satisfaction, retention, and growth. Collaboration, empathy, and a focus on delivering exceptional customer experiences are at the core of our team values.

What You’ll Get Up To:

Own the Customer Relationship

• Act as the main point of contact for a portfolio of key accounts, driving day-to-day engagement and long-term success.

• Build deep relationships with stakeholders at all levels; proactively align Hive with customer business goals and adapt as they evolve. If a champion leaves, you quickly identify and build rapport with the replacement.

Drive Adoption

• Lead a structured onboarding experience for new customers, ensuring they hit initial value milestones and are set up to succeed long-term.

• Build product fluency across the customer org; Become a product expert and guide customers in using Hive to solve real business problems. Proactively helping them adopt features that drive measurable impact.

Drive Growth

• Understand your customer’s evolving goals and find natural, relevant ways to expand Hive’s footprint through new features, additional products, or increased usage.

• Own renewal timelines and commercial expansion opportunities; work closely with Sales to secure long-term growth.

Advocate for Customers

• Build mutual value plans with customers; proactively surface insights that guide retention and expansion strategies.

• Proactively analyze your book of business for risks and opportunities, and prioritize action plans that drive satisfaction, retention (GDR), and growth (NDR).

Work Cross-Functionally

• Collaborate across Product, Support, and Sales to drive results; lead internal projects for at-risk accounts when necessary.

• Own the plan when things go sideways: lead cross-functional responses, track progress, and communicate clearly so customers feel heard and supported.

What you have

• You have 4+ years of experience in a Customer Success Manager role, ideally within a SaaS environment.

• Proven success managing key customer relationships and growing account value through strategic planning.

• Strong understanding of customer success processes, renewal management, and stakeholder engagement.

• The ability to build and maintain strong relationships with customers across all levels and a capability to effectively manage multiple customer accounts simultaneously.

• Experience with marketing technology or the event industry is a plus.

Who you are:

• Action-oriented and comfortable working in ambiguity, you help build the plane as we fly it.

• Curious and product-minded, you want to understand exactly how Hive works and how it drives outcomes.

• Relationship-first mindset, you believe customer growth is rooted in respect, trust, and strategic partnership.

• Calm under pressure, you handle challenges with integrity and rally the right people to solve problems.

• Adaptable and tech-savvy, you're energized by learning new systems and applying them quickly.

How you show up

• You are proactive and anticipate customer needs before they arise.

• You are a strong communicator and can articulate value clearly and persuasively.

• You are empathetic and understand the challenges and opportunities our customers face.

• You are results-oriented and focused on driving measurable outcomes for both our customers and Hive.

Technologies we use & teach

• Customer Success Platforms (Hubspot)

• CRM (Salesforce, HubSpot)

• Communication & Collaboration Tools (Slack, Google Workspace)

• Analytics & Reporting Tools (Metabase)

Experience with these is a plus, and we are committed to providing training and resources to ensure your success.

Comp/Benefits Package:

• Meaningful salary + equity: you’re rewarded based on impact

  • In Canada, the base salary range for this role is $85,000 to $110,000 CAD per year. 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 team members typically start between $85,000 - $91,250, based on experience and alignment with the expectations outlined in this posting. This range reflects not just where you begin, but the growth we expect and invest in as you grow at Hive. In addition to the base salary, this role is commission eligible.

  • For U.S.-based candidates, base salary ranges will be determined based on location.

• Work fully remotely in Canada or the US: where you are 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 and work within.

• Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, and Hive

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

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

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, we’re 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.