Senior Customer Success Manager

Summary

Join Hive's growing Customer Success team as a Senior Customer Success Manager and play a key role in ensuring the long-term success and growth of our key customers. Leverage your commercial acumen to identify expansion opportunities, drive adoption, and build strong relationships. You will act as the main point of contact for a portfolio of key accounts, leading onboarding, and building product fluency within customer organizations. Drive growth by understanding customer goals and expanding Hive's footprint. Proactively analyze your book of business for risks and opportunities, and collaborate across teams to drive results. This role requires 4+ years of experience in a Customer Success Manager role, ideally within a SaaS environment, and a proven ability to manage key customer relationships and grow account value.

Requirements

• You have 4+ years of experience in a Customer Success Manager role, ideally within a SaaS environment
• Proven success managing key customer relationships and growing account value through strategic planning
• Strong understanding of customer success processes, renewal management, and stakeholder engagement
• The ability to build and maintain strong relationships with customers across all levels and a capability to effectively manage multiple customer accounts simultaneously

Responsibilities

• Own the Customer Relationship
• Act as the main point of contact for a portfolio of key accounts, driving day-to-day engagement and long-term success
• Build deep relationships with stakeholders at all levels; proactively align Hive with customer business goals and adapt as they evolve. If a champion leaves, you quickly identify and build rapport with the replacement
• Drive Adoption
• Lead a structured onboarding experience for new customers, ensuring they hit initial value milestones and are set up to succeed long-term
• Build product fluency across the customer org; Become a product expert and guide customers in using Hive to solve real business problems. Proactively helping them adopt features that drive measurable impact
• Drive Growth
• Understand your customer’s evolving goals and find natural, relevant ways to expand Hive’s footprint through new features, additional products, or increased usage
• Own renewal timelines and commercial expansion opportunities; work closely with Sales to secure long-term growth
• Advocate for Customers
• Build mutual value plans with customers; proactively surface insights that guide retention and expansion strategies
• Proactively analyze your book of business for risks and opportunities, and prioritize action plans that drive satisfaction, retention (GDR), and growth (NDR)
• Work Cross-Functionally
• Collaborate across Product, Support, and Sales to drive results; lead internal projects for at-risk accounts when necessary
• Own the plan when things go sideways: lead cross-functional responses, track progress, and communicate clearly so customers feel heard and supported

Preferred Qualifications

• Experience with marketing technology or the event industry is a plus
• Action-oriented and comfortable working in ambiguity, you help build the plane as we fly it
• Curious and product-minded, you want to understand exactly how Hive works and how it drives outcomes
• Relationship-first mindset, you believe customer growth is rooted in respect, trust, and strategic partnership
• Calm under pressure, you handle challenges with integrity and rally the right people to solve problems
• Adaptable and tech-savvy, you're energized by learning new systems and applying them quickly
• You are proactive and anticipate customer needs before they arise
• You are a strong communicator and can articulate value clearly and persuasively
• You are empathetic and understand the challenges and opportunities our customers face
• You are results-oriented and focused on driving measurable outcomes for both our customers and Hive

Benefits

• Meaningful salary + equity: you’re rewarded based on impact
• In Canada, the base salary range for this role is $85,000 to $110,000 CAD per year
• 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 team members typically start between $85,000 - $91,250, based on experience and alignment with the expectations outlined in this posting
• This range reflects not just where you begin, but the growth we expect and invest in as you grow at Hive
• In addition to the base salary, this role is commission eligible
• For U.S.-based candidates, base salary ranges will be determined based on location
• Work fully remotely in Canada or the US: where you are 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 and work within
• 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!