Customer Expansion Manager

hive.co; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading marketing platform for event marketers is seeking a proactive Customer Expansion Manager to manage and grow client relationships. This role involves driving renewals and upselling while ensuring customer satisfaction. The ideal candidate has over 2 years of SaaS sales experience, excellent communication skills, and a customer-centric mindset. Opportunities for remote work in Canada or the US are available.

Benefits

Meaningful salary + equity

Comprehensive health & dental coverage

Unlimited vacation/PTO policy

Qualifications

• 2+ years experience in SaaS sales, account management, or customer success.
• Proven ability to manage a portfolio of customers and meet or exceed retention and upsell targets.
• Customer-centric mindset with a knack for building trust and long-term relationships.

Responsibilities

• Own a book of current Hive customers and act as a strategic partner throughout their lifecycle.
• Lead renewal conversations, negotiate contract terms, and ensure high retention rates.
• Identify and close upsell and cross-sell opportunities that drive additional value for customers.

Skills

SaaS sales

Account management

Customer success

Communication skills

Organizational skills

Tools

Salesforce

Hubspot

Salesloft

Job description

Overview

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 relationships with their audiences. Our mission is simple: to help live events grow.

The Role We’re looking for a proactive, relationship-driven Customer Expansion Manager (Account Manager) to own and grow a portfolio of Hive customers. In this role, you’ll act as a partner to clients focused on driving renewals, ensuring retention, and unlocking new opportunities for growth. This is a quota-carrying role where success requires a mix of sales acumen and customer success instincts. You’ll need to know when to lean into growth conversations and when to nurture long-term relationships. We’re looking for someone who thrives in a fast-paced environment, loves building strong, trust-based customer relationships, and is motivated by finding the balance between driving deals and safeguarding retention.

Responsibilities

• Own a book of current Hive customers and act as a strategic partner throughout their lifecycle
• Lead renewal conversations, negotiate contract terms, and ensure high retention rates
• Identify and close upsell and cross-sell opportunities that drive additional value for customers and revenue for Hive
• Understand customer goals and workflows and help them achieve success with Hive's platform
• Conduct regular account reviews to align on outcomes and usage
• Collaborate with internal teams to ensure the best customer experience
• Track and manage your book of business using internal tools such as Salesforce, Hubspot, Salesloft, etc.
• Share customer feedback internally to influence product development and go-to-market strategy

Qualifications

• 2+ years experience in SaaS sales, account management, or customer success
• Proven ability to manage a portfolio of customers and meet or exceed retention and upsell targets
• Excellent communication skills - confident leading conversations via video, phone, or in person
• Customer-centric mindset with a knack for building trust and long-term relationships
• Strong organizational skills with the ability to manage multiple priorities and accounts
• Comfortable working in a fast-moving, remote-first environment
• Experience using Salesforce and familiarity with other CRM or customer success tools

Bonus points

• 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
• Prefer to work in Central or Eastern timezones

Compensation & Benefits

• Meaningful salary + equity: you’re rewarded based on impact. This role will include a variable pay (commission) component.
• Work fully remote in Canada or the US: you’re productive where you are. Legal work authorization in the country you reside in is required. We are unable to hire within Quebec, Canada at this time.
• Health + Insurance: Comprehensive health & dental coverage with a parental leave top-up program
• Unlimited vacation/PTO policy: so you can be happy and healthy!

About Hive.co

Hive.co is the premier marketing platform for event marketers, revolutionizing the industry with its innovative and seamless integration with various ticketing platforms. This integration puts customer data directly at the fingertips of marketers, enabling them to build data-driven customer journeys.

We integrate with tech partners like Eventbrite, Ticketmaster, AXS, Dice, Tixr, Etix, and Shopify to let brands act on all their data, so they can easily segment their list in thousands of ways, and send more customized, timely email campaigns that land in inboxes. We pride ourselves on helping brands understand their email and SMS marketing, all while selling more and keeping their customers engaged.

We started our company inside a University of Waterloo computer lab in early 2014, graduated from Y Combinator that summer (S14 batch) and have been growing ever since. We strive to provide an online work environment that allows team members to have a strong work life balance while still feeling connected to their team and Hive’s mission.

To learn more about our team check out our About Us page on our website: https://www.hive.co/company