Customer Success Manager (Canada, Remote)

hive.co•Toronto, ON

1d•CA$70,000 - CA$85,000•Remote

About The Position

Hive is seeking a Customer Success Manager (CSM) with strong communication skills and hands-on email marketing experience. As a CSM, you will act as an in-house email marketing expert, working directly with clients to ensure they implement effective strategies for customer engagement and ticket sales. Our Customer Success team focuses on customer achievements and continuously seeks innovative ways for top event brands to utilize our platform's features. This role involves providing strategic guidance on email marketing, maintaining regular contact with key clients, onboarding customers and partners, and contributing to the product roadmap by relaying customer feedback. You will also help direct marketing efforts, identify trends for educational content, support top partners, and contribute to the overall customer experience strategy as the company expands.

Requirements

2+ years of experience in customer success, account management, or a similar role working with customers and building relationships
A strong communicator who is confident connecting with clients through multiple channels
Self-motivated and eager to identify new opportunities to drive impact
A natural problem solver, keen to identify issues and the best ways to fix them
Confident and detail-oriented writer who enjoys conveying complex concepts in a simple way
Comfortable using Hubspot and other Customer Success Management tools
Legal work authorization in Canada

Nice To Haves

Experience working in a B2B environment on a small team
Hands-on experience in email marketing
2+ years of hands-on experience in email marketing - whether executing in the field or advising clients on their strategy

Responsibilities

Provide email marketing strategy to customers and keep them up to date on best practices
Be responsible for keeping regular contact with key customers, ensuring that they're getting the most out of Hive, and updating them on our newest features
Nurture and onboard customers and partners, helping them find success with the product
Play an important role in listening to customer feedback and deciding what’s added to the product roadmap
As an email marketing expert, you’ll help direct our marketing efforts towards new effective strategies as well as share key findings and trends to identify opportunities for new educational content
Support our top existing partners which include agencies, e-commerce and tech platforms
Help craft our overall customer experience strategy, scaling it as the company continues to grow