The RoleWe're looking for a Manager of Customer Success to lead and scale our Customer Success team. You'll be responsible for driving retention, expansion, and operational excellence across our portfolio of key accounts.
You'll 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. You'll 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.
What You'll DoLead and Scale the Team- 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 accountability-ensuring every team member is equipped to deliver measurable customer and business outcomes.
- Build team capacity plans and guide hiring, promotions, and professional development.
Drive Retention and Expansion Through Our CSM Team- 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.
Champion Customer Efficiency through Automation and AI- 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.
Represent the Voice of the Customer and Drive Product Adoption- Act as an escalation point for complex customer situations-balancing empathy with commercial and operational priorities.
- Build and represent the voice of the customer inside Hive-surfacing 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 they've 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.
Elevate Hive's Presence- 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.
RequirementsWhat You Have- 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 required-comfort with commercial conversations like renewals, expansion, and upsell is what matters most.
- Background in marketing technology or the live events industry is a plus.
Who You Are- A people-first leader who motivates through clarity, empathy, and accountability.
- A builder and operator at heart-you create the systems, playbooks, and processes as you go rather than waiting for someone to hand you one, and you're 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 adaptable-you stay ahead of emerging technologies like AI and automation to drive smarter ways of working.
Comp/Benefits Package:- Meaningful salary + equity: you're rewarded based on impact
- The compensation range for this role is $100,000 to $146,000 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 $112,000 and $123,000 (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 you're 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 it's 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 that's a concert, festival, sporting event, or anything else that energizes and inspires you.
- Unlimited vacation/PTO policy: so you can be happy and healthy!
