Customer Success Manager (Canada, Remote)

Job description

At Hive, we’re all about creating moments that matter — helping event marketers connect with their biggest fans. Live events bring people together, and our industry-leading marketing platform makes it easier than ever for promoters to grow audiences and drive revenue. Our Customer Success goes beyond product knowledge and usability. We pride ourselves in our customers' successes and constantly iterate on the smartest ways the world's top event brands can leverage our features. We’re looking for a Customer Success Manager (CSM) with strong communication skills and hands-on email marketing experience. As a CSM at Hive, you’ll be an in-house email marketing expert who works directly with our clients to ensure they’re using the right strategy to connect with their customers and ultimately, sell tickets. WHAT YOU’LL DO: - Provide email marketing strategy to customers and keep them up to date on best practices - Be responsible for keeping regular contact with key customers, ensuring that they're getting the most out of Hive, and updating them on our newest features - Nurture and onboard customers and partners, helping them find success with the product - Play an important role in listening to customer feedback and deciding what’s added to the product roadmap - As an email marketing expert, you’ll help direct our marketing efforts towards new effective strategies as well as share key findings and trends to identify opportunities for new educational content - Support our top existing partners which include agencies, e-commerce and tech platforms - Help craft our overall customer experience strategy, scaling it as the company continues to grow WHO YOU ARE: - 2+ years of experience in customer success, account management, or a similar role working with customers and building relationships - A strong communicator who is confident connecting with clients through multiple channels - Self-motivated and eager to identify new opportunities to drive impact - A natural problem solver, keen to identify issues and the best ways to fix them - Confident and detail-oriented writer who enjoys conveying complex concepts in a simple way - Comfortable using Hubspot and other Customer Success Management tools Bonus points if you: - Have experience working in a B2B environment on a small team or hands-on experience in email marketing - 2+ years of hands-on experience in email marketing - whether executing in the field or advising clients on their strategy Bottom line... we're looking for curious, hardworking, down-to-earth people, who are passionate about helping brands build enduring relationships with their customers. COMPENSATION & BENEFITS PACKAGE - Meaningful salary, commission, and equity: you’re rewarded based on impact - The compensation range for this role is $70,000 to $85,000 CAD per year, depending on qualifications and experience. 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. - Work fully remote in Canada: 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 Hive - Health + Insurance: Comprehensive health & dental coverage with a parental leave top-up program - Live Experience stipend: a stipend to go out and experience live events — whether that’s a concert, festival, sporting event, or anything else that energizes and inspires you. - Unlimited vacation/PTO policy: so you can be happy and healthy! 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 was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today, we’re a remote-first team spread across Canada and the US, building a product and a culture that values clarity, ownership, and real customer impact. To learn more about our team, check out the About Us https://www.hive.co/about and Careers https://www.hive.co/careers pages on our website.