Strategic Implementation Specialist

November 25

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Hive.co

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SaaS • eCommerce • Media

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.

11 - 50 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

📱 Media

📋 Description

• Lead and own high value customer onboardings from kickoff to activation (including tasks related to timelines, milestones, and stakeholder alignment). • Run discovery sessions to understand customer goals and tailor onboarding plans that accelerate time-to-value. • Deliver high-impact training and enablement sessions that help customers confidently adopt Hive. • Build strong relationships with high value / new customers, understand their objectives, and reinforce the value of Hive in achieving them. • Identify patterns, gaps, and opportunities to improve our onboarding process and operations and lead initiatives to optimize and scale it. • Create or refine onboarding frameworks, templates, documentation, and customer-facing enablement content. • Track and report on onboarding metrics (e.g., time to go-live, adoption benchmarks), using these insights to drive continuous improvement. • Act as a voice of onboarding in cross-functional discussions with Sales, Product, Support, and CS Leadership. • Help customers clearly articulate their goals—even when they’re unsure—translating these into actionable onboarding plans. • Proactively surface risks, communicate timelines, and ensure a smooth transition to long-term success teams. • Provide feedback loops to Product and CS based on recurring customer needs, patterns, and insights from your team. • With the support of the Director of CS, mentor, and support a team of onboarding specialists, helping them grow in delivery, customer communication, and project management. • Serve as a point of escalation for risks, blockers, or complex onboarding scenarios. • Model “what great looks like” through your personal client work, communication style, and problem-solving approach.

🎯 Requirements

• 3+ years in onboarding, customer training, or implementation—preferably in SaaS. • Experience mentoring others, leading processes, or operating as a senior member of a CS team (formal management experience is a plus but not required). • Proven ability to manage multiple, simultaneous onboarding projects with precision and organization. • Strong communication skills—you can lead a room, simplify complex concepts, and build trust quickly. • Familiarity with SaaS tools and customer success platforms (HubSpot experience is a plus).

🏖️ Benefits

• Meaningful salary + equity: you’re rewarded based on impact. • Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you are located in Canada and have the legal work authorization. • 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!