Senior Customer Success Manager - Scaled

Summary

Join Hive as our first Senior Customer Success Manager - Scaled to support and grow our high-potential, lower-revenue customer base. This foundational role will define our approach to tech-enabled Customer Success, requiring you to design and implement a scalable engagement model using automation and AI. You will be responsible for owning the customer journey, driving commercial outcomes, and enabling product-led success for hundreds of accounts. This is a high-impact role for a builder and doer who can architect scalable systems while executing and iterating quickly. You will work closely with the VP of Revenue and act as a subject-matter expert in scaled success and automation. This is a leadership-track role within a fast-paced, high-growth environment.

Requirements

• 4+ years of experience in Customer Success, Account Management, or Growth within a SaaS environment
• Experience owning scaled or tech-touch success motions across high-volume or SMB customer segments
• Deep familiarity with HubSpot
• Experience using or working alongside AI-powered tools to drive personalization, automation, and customer insights
• Strong commercial mindset—you’ve influenced renewals, expansion, and customer-led revenue
• Proven ability to balance strategic thinking with hands-on execution
• Excellent communicator with experience creating scalable customer-facing content
• Comfort working autonomously in a fast-paced, high-growth environment

Responsibilities

• Build a Scalable Success Model
• Design and launch a tech-touch customer success program from the ground up
• Develop digital-first onboarding journeys, lifecycle engagement flows, and automated communications powered tools like HubSpot
• Leverage AI and automation to proactively identify at-risk accounts, trigger engagement workflows, and personalize outreach at scale
• Establish and refine customer health scores, NPS/CX metrics, and key performance indicators
• Own the Scaled Customer Journey
• Serve as the tech-enabled point of contact for a growing portfolio of small and mid-size customers
• Identify strategic moments for lightweight human interaction and provide timely support that drives value
• Guide customers to their first value moment and encourage feature adoption over time through AI-powered insights and product nudges
• Drive Commercial Outcomes
• Monitor engagement and usage data to surface upsell and expansion opportunities
• Partner with Sales and Marketing on high-volume campaigns and scaled outbound motions
• Own and optimize renewal workflows, ensuring proactive outreach and strong retention metrics
• Enable Product-Led Success
• Create and distribute scaled enablement materials—email campaigns, help docs, videos, and in-app messages—using HubSpot and similar platforms
• Use AI tools and usage analytics to identify common friction points and suggest feature improvements
• Collaborate with Product and Support to inform the roadmap and improve usability
• Be a Foundational Team Member
• Work closely with the VP of Revenue to define strategy, goals, and success metrics for this segment
• Document repeatable playbooks and implement systems that scale as the team grows
• Act as a subject-matter expert in scaled success and automation—this is a leadership-track role

Preferred Qualifications

• Experience working in MarTech or with event organizers/marketers
• Familiarity with product-led growth (PLG) principles and execution
• Prior experience at an early-stage or rapidly scaling SaaS company

Benefits

• Meaningful salary + equity: you’re rewarded based on impact
• Canada: The compensation range for this role is $85,000 to $110,000 plus commission eligibility . 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. The band reflects potential growth in role and new team members, when hired with the expectations listed in the posting, will come in closer to the midpoint ($85,000 - $94,000)
• US: final base salary will be dependent on location
• Work fully remote in Canada or the US: where you’re 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 & work within. Unfortunately, we are unable to hire within Quebec at this time
• Flexible work hours: choose your 9-5 as long as it’s not disruptive to your role, team, and customers
• Health Insurance: Comprehensive health & dental coverage with a parental leave top-up program
• Unlimited vacation/PTO policy: so you can be happy and healthy! We trust you to take care of yourself