Manager, Customer Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and cultivate a high-performing team of Customer Success Managers.

• Encourage ownership, curiosity, and accountability to achieve measurable customer and business results.

• Develop team capacity plans while overseeing hiring, promotions, and professional growth.

• Take responsibility for the retention and expansion of the current customer base via the CSM team.

• Collaborate with Sales and Revenue Operations to project renewals and pursue expansion opportunities.

• Create scalable customer success playbooks and frameworks.

• Incorporate AI and automation into customer workflows to minimize manual interactions and enhance responsiveness.

• Identify opportunities for automation in insight gathering and renewals.

• Serve as an escalation point for intricate customer situations.

• Act as the voice of the customer within Hive, providing insights to Product and go-to-market teams.

• Advocate for product adoption and enhance account value through increased usage.

• Work collaboratively with Product, Support, Onboarding, Engineering, Marketing, and Sales teams.

• Represent Hive at conferences, panels, and industry gatherings.

• Establish relationships with key customer executives.

⛳️ Requirements

• Over 4 years of experience in Customer Success, Account Management, or Customer Experience roles within SaaS.

• At least 2 years of leadership experience managing Senior CSMs and CSMs.

• Demonstrated success in driving retention, expansion, and renewals at scale.

• Strong knowledge of customer success frameworks, lifecycle management, and value-based customer engagement.

• Experience in cross-functional collaboration with Product, Sales, and Operations teams.

• Proficient in using data and automation to make informed decisions, improve processes, and assess team performance.

• Comfortable engaging in commercial discussions such as renewals, expansion, and upselling.

• Background in marketing technology or the live events industry is advantageous.

• Demonstrated people leadership through clarity, empathy, and accountability.

• Ability to develop systems, playbooks, and processes effectively.

• Strategic and analytical insight into business metrics and customer health data.

• Remain composed under pressure in complex customer scenarios.

• A strong sense of curiosity and adaptability regarding AI and automation.

• Legal authorization to work in Canada; no employer-sponsored visa or immigration assistance available.

• Candidates must reside in Canada; hiring in Quebec is not an option.

🏝️ Benefits

• Competitive salary plus equity options.

• Commission opportunities.

• Fully remote work within Canada.

• Flexible working hours.

• Comprehensive health and dental insurance.

• Parental leave top-up program.

• Live Experience stipend.

• Unlimited vacation/PTO policy.