Senior Customer Success Manager - Scaled

Hive.co; Canada; Remote; CAD 85,000 - 110,000; Full time

Job summary

A leading marketing platform is seeking a Senior Customer Success Manager to establish a scalable engagement model for small and mid-size customers. The role requires 4+ years in Customer Success, familiarity with HubSpot, and the ability to leverage AI for personalized outreach. The ideal candidate will enjoy a flexible remote work environment in Canada, with a compensation range of $85,000 to $110,000 plus commission eligibility.

Benefits

Health Insurance

Unlimited vacation/PTO policy

Flexible work hours

Qualifications

• 4+ years of experience in Customer Success or Account Management in a SaaS environment.
• Experience managing tech-touch success motions for high-volume customer segments.
• Strong communicator with the ability to create scalable customer-facing content.

Responsibilities

• Design and implement a tech-touch customer success program.
• Monitor engagement data to identify upsell opportunities.
• Collaborate with Sales and Marketing on customer engagement.

Skills

Customer Success

Account Management

SaaS Knowledge

Communication Skills

Tech-touch Success

Tools

HubSpot

AI tools

Job description

About Hive

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1,500+ iconic events, festivals, venues, promoters, and event-centric brands across North America. We help our clients grow their customer base and personalize and automate their email, SMS, and ad campaigns to sell out shows and create memorable events. Hive integrates with 25+ partners like Ticketmaster and Shopify, ingesting rich customer data in real-time to enable targeted, timely messaging.

The Opportunity

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 design and implement 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.

What You’ll Do

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 by 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

What You Bring

• 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

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

Compensation & Benefits Package

• 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 range considers job-related skills, experience, and business needs. The band reflects potential growth; new hires may start 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: you can work from home or elsewhere with legal work authorization. Quebec is not available at this time.

• Flexible work hours: choose your 9-5 as long as it’s not disruptive to the role, team, and customers.

• Health Insurance: Comprehensive health & dental coverage with a parental leave top-up program

• Unlimited vacation/PTO policy: you can be happy and healthy—we trust you to manage your time.