Senior Customer Success Manager - Scaled

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

Job summary

A leading event marketing platform in Ontario is seeking a Senior Customer Success Manager to develop and drive engagement for their long-tail customer base. This pivotal role involves designing scalable systems and leveraging AI tools to ensure optimal customer experiences. Ideal candidates will have over 4 years in Customer Success within a SaaS environment and be comfortable working remotely. Join a team dedicated to delivering exceptional service and collaborative growth.

Benefits

Health Insurance

Unlimited vacation/PTO policy

Flexible work hours

Qualifications

• 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.
• Strong commercial mindset influencing renewals and expansion.

Responsibilities

• Design and launch a tech-touch customer success program.
• Establish and refine customer health scores and key performance indicators.
• Monitor engagement data to surface upsell opportunities.

Skills

Customer Success Management

Account Management

Communication Skills

Project Management

Analytical Thinking

Tools

HubSpot

AI-driven tools

Job description

Senior Customer Success Manager - Scaled

Join to apply for the Senior Customer Success Manager - Scaled role at Hive.co

Senior Customer Success Manager - Scaled

Join to apply for the Senior Customer Success Manager - Scaled role at Hive.co

This range is provided by Hive.co. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$85,000.00 / yr - CA$110,000.00 / yr

About Hive

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.

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 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.

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 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 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.

About Hive

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.

Compensation Range : CA$85K - CA$110K

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Internet Publishing

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