Manager, Customer Success

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $100k - $146k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hive.co

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

📣 Marketing

💼 Consulting

📦 Logistics

Marketing • Consulting • Logistics

Hive. co is a comprehensive event marketing platform designed to help event promoters streamline their marketing strategies and enhance ticket sales. It integrates seamlessly with ticketing platforms to provide real-time event and ticket buyer data, allowing for targeted email and SMS campaigns. With features like CRM, automation, and detailed reporting, Hive. co enables event organizers to engage fans effectively, boost attendance, and optimize marketing efforts for festivals, music events, fairs, rodeos, and comedy shows. The platform simplifies data management and audience segmentation, making it a go-to solution for event promoters.

📋 Description

• Lead, coach, and develop a high-performing team of Customer Success Managers • Foster ownership, curiosity, and accountability while driving measurable customer and business outcomes • Build team capacity plans and guide hiring, promotions, and professional development • Own retention and expansion of the existing customer base through the CSM team • Partner with Sales and Revenue Operations to forecast renewals and drive expansion opportunities • Build scalable customer success playbooks and frameworks • Integrate AI and automation into customer workflows to reduce manual touchpoints and improve responsiveness • Identify automation opportunities for insight gathering and renewals • Act as an escalation point for complex customer situations • Represent the voice of the customer inside Hive and inform Product and go-to-market teams • Champion product adoption and increase account value through deeper usage • Collaborate with Product, Support, Onboarding, Engineering, Marketing, and Sales • Represent Hive at conferences, panels, and industry events • Build relationships with key customer executives

🎯 Requirements

• 4+ years in Customer Success, Account Management, or Customer Experience roles in SaaS • At least 2+ years in leadership, managing Sr. CSMs and CSMs • Proven success driving retention, expansion, and renewals at scale • 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 such as renewals, expansion, and upsell • Background in marketing technology or the live events industry is a plus • People leadership through clarity, empathy, and accountability • Ability to build systems, playbooks, and processes • Strategic and analytical understanding of business metrics and customer health data • Calm under pressure in complex customer situations • Curiosity and adaptability regarding AI and automation • Legal work authorization in Canada; no employer visa sponsorship or immigration support • Candidates must be based in Canada; hiring in Quebec is not available

🏖️ Benefits

• Meaningful salary + equity • 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