Strategic Implementation Specialist

At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together, and our industry-leading platform makes it easier than ever for promoters to build strong, lasting connections with their audiences. Our mission is simple: to help live events grow.

Hive is seeking a Strategic Implementation Specialist to support our onboarding team while continuing to own a portion of strategic customer onboardings yourself.

Reporting to the Director of Customer Success, you’ll lead by example: balancing hands-on onboarding delivery with peer mentorship, process leadership, and ensuring every new customer gets off to a strong, confident start.

You’ll mentor and support a small team of Onboarding Specialists, helping them sharpen their craft, improve customer outcomes, and drive faster time to value. You’ll also partner cross-functionally to continuously evolve our onboarding motion as our product and customer base scale.

This role is perfect for someone who’s equally energized by executing and elevating others—someone who thrives in the details, leads with clarity, and raises the bar on customer experience.

The Customer Success team ensures our clients achieve their desired outcomes with Hive. We act as trusted advisors—building strong relationships, understanding unique needs, and proactively guiding customers toward success. Collaboration, empathy, and exceptional customer experience sit at the center of everything we do.

This role is foundational to our mission: shaping the first moments customers have with Hive and empowering our onboarding team to deliver consistently excellent experiences.

Hands On Onboarding

• 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.

Process & Quality Leadership

• 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.

Customer Insight & Value Realization

• 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.

Team Mentorship

• 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.

• 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).

• You are a true team player, hands-on, collaborative, and committed to team success.

• You have a bias for action and thrive when things aren’t fully figured out.

• You’re energized by digging into how products work and coaching others to master them.

• You read between the lines, listen actively, and make customers feel heard and confident.

• You carry high ownership, grit, curiosity, and a high standard of excellence—for yourself and your team.

• CRM (HubSpot)

• Slack, Google Workspace

• Zoom, Loom, Outdoo,

• Intercom

Experience with these tools is a plus—but we’ll teach you everything you need to know.

• 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!

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 was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today, we’re a remote-first team spread across Canada and the US, building a product and a culture that values clarity, ownership, and real customer impact.

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