Senior Customer Success Manager - Scaled

At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Our platform powers marketing for 1,500+ iconic events, festivals, venues, and promoters across North America. We help them grow their customer base and sell out shows using intelligent, automated, and personalized digital marketing tools.

Hive integrates with 25+ platforms (like Ticketmaster and Shopify) to provide rich customer data in real-time, enabling event marketers to engage their audiences with precision and impact.

We’re hiring our first Senior Customer Success Manager - Scaled to lead the way in supporting and growing our long-tail customer base: high-potential, lower-revenue accounts that deserve thoughtful, digital-first care.

This is a high-impact, foundational role that will define our approach to tech-enabled Customer Success. You’ll be responsible for designing and implementing a scalable engagement model using automation, AI-driven tools, and data to deliver meaningful customer experiences across hundreds of accounts.

You’re a builder and a doer—ready to architect scalable systems while rolling up your sleeves to execute and iterate quickly.

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

• 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

• 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

• 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.

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1500+ of the most iconic event, festivals, venues, promoters, and event-centric brands across North America.

We help our clients sell out their shows and make their events unforgettable - by helping them grow their customer base and personalizing and automating their email, SMS, and ad campaigns.

Hive integrates with 25+ partners like Ticketmaster and Shopify, ingesting rich customer data in real-time. With this data, event marketers can segment their audiences in powerful ways and send timely, customized messages to their customers.

Hive is building the future of live event marketing—and our Customer Success function is central to that mission. If you’re excited to build from the ground up, work cross-functionally, and define the future of scaled success, we’d love to meet you.

To learn more about our team, check out the About Us and Careers pages on our website.