Manager, Customer Success

Hive
Toronto
Workplace: RemoteFull timeCAD 100,000 - 146,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Communication","Strategic thinking","Empathy"]

Lead and scale the Customer Success team to drive retention, expansion, and renewals across a portfolio of key accounts. Coach CSMs on customer success frameworks and value-based engagement, build renewal/expansion playbooks, and partner with Sales and RevOps to improve GDR/NDR. Champion customer efficiency using AI and automation, act as an escalation point, represent the voice of the customer, and ensure seamless cross-functional adoption across the customer journey.

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FursaFursa
Hive
Hive
2 days ago

Manager, Customer Success

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead and scale the Customer Success team to drive retention, expansion, and renewals across a portfolio of key accounts. Coach CSMs on customer success frameworks and value-based engagement, build renewal/expansion playbooks, and partner with Sales and RevOps to improve GDR/NDR. Champion customer efficiency using AI and automation, act as an escalation point, represent the voice of the customer, and ensure seamless cross-functional adoption across the customer journey.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a high-performing team of CSMs to drive customer success, retention, and growth.
  • •Own retention and expansion day-to-day, partnering with Sales and Revenue Operations to forecast renewals and support best-in-class GDR and NDR.
  • •Build scalable playbooks and frameworks that help CSMs consistently deliver measurable results.
  • •Integrate AI and automation into customer workflows to reduce manual touchpoints while improving engagement and responsiveness.
  • •Represent the voice of the customer via escalations, shaping feedback to Product and GTM, and champion product adoption across the portfolio.

Pay and Benefits

Salary: CAD 100,000 - 146,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalParental LeavePaid LeaveRemote Work

Key Requirements

  • •4+ years in Customer Success, Account Management, or Customer Experience in SaaS, including 2+ years in leadership managing Sr. CSMs and CSMs.
  • •Proven success driving retention, expansion, and renewals at scale in a high-growth environment.
  • •Strong understanding of customer success frameworks, lifecycle management, and value-based customer engagement.
  • •Cross-functional experience with Product, Sales, and Operations to deliver unified customer outcomes.
  • •Comfort using data and automation to drive decisions, optimize processes, and measure team performance.
Experience:SaaSCustomer successAccount managementEvent marketingMarketing technology
Skills:LeadershipCoachingCommunicationStrategic thinkingEmpathy
Tech Stack:AIAutomationEmailSMS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Hive
Provides a marketing automation platform (email, SMS, CRM, ads) tailored to event promoters and ticketing partners to drive ticket sales and audience engagement through data-driven campaigns and automation.
Industry: Events & Live Entertainment
Company Size: Medium (51 to 250 employees)
Revenue: USD 1M to 5M
Headquarters: Kitchener, Canada
Founded: 2014
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor