Manager, Customer Success

hive.co

42d • Remote

About The Position

Hive is seeking a Manager of Customer Success to lead and scale its Customer Success team. This role is responsible for driving retention, expansion, and operational excellence across key accounts. The manager will coach and empower Customer Success Managers (CSMs) to retain and grow the customer base, build partnerships with event organizations, and champion the use of automation and AI for efficiency. The role also involves representing the voice of the customer internally and driving product adoption. This is a high-impact position for a strategic leader focused on team building, customer growth, and enhancing the customer experience.

Requirements

• 4+ years in Customer Success, Account Management, or Customer Experience roles in SaaS.
• At least 2+ years in a leadership role (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.
• Comfort using data and automation to drive decisions, optimize processes, and measure team performance.
• Comfort with commercial conversations like renewals, expansion, and upsell.
• Legal work authorization in Canada.

Nice To Haves

• Sales experience is helpful but not required.
• Background in marketing technology or the live events industry is a plus.

Responsibilities

• Lead, coach, and develop a high-performing team of CSMs responsible for customer success, retention, and growth.
• Foster a culture of ownership, curiosity, and accountability within the team.
• Build team capacity plans and guide hiring, promotions, and professional development.
• Own the retention and expansion of the existing customer base through the CSM team.
• Partner with Sales and Revenue Operations to forecast renewals, drive expansion opportunities, and maintain GDR and NDR.
• Build scalable playbooks and frameworks for CSMs to consistently deliver results.
• Support initiatives to integrate AI and automation into customer workflows to reduce manual touchpoints and increase engagement.
• Identify areas where automation can enhance insight gathering and renewals for proactive, data-driven support.
• Act as an escalation point for complex customer situations.
• Build and represent the voice of the customer internally, surfacing customer needs to Product and GTM teams.
• Champion product adoption across the portfolio to help customers derive more value and grow account dollar value.
• Collaborate with Product, Support, Onboarding, Engineering, Marketing, and Sales for a seamless customer journey.
• Represent Hive at conferences, panels, and industry events.
• Build relationships with key customer executives to deepen trust and advocacy.

Benefits

• Meaningful salary + equity
• Compensation range: $100,000 to $146,000 CAD per year
• New hires expected to start between $112,000 and $123,000 (midpoint of the band) with commission
• Work fully remote in Canada
• Flexible work hours
• Comprehensive health and dental coverage
• Parental leave top-up program
• Live Experience stipend
• Unlimited vacation/PTO policy

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed