Senior Customer Success Manager - Scaled - Remote

Overview

As a Senior Customer Success Manager at Hive, you will lead the way in supporting and growing our long-tail customer base, ensuring meaningful customer experiences through tech-enabled solutions.

In Short

• Design and launch a tech-touch customer success program.
• Develop digital onboarding journeys and automated communications.
• Leverage AI to identify at-risk accounts and personalize outreach.
• Monitor engagement data for upsell opportunities.
• Collaborate with Sales and Marketing on campaigns.
• Create enablement materials using HubSpot.
• Work closely with the VP of Revenue to define strategy.
• Document repeatable playbooks for scaling.
• Act as a subject-matter expert in scaled success.
• Work in a fast-paced, high-growth environment.

Requirements

• 4+ years in Customer Success or Account Management in SaaS.
• Experience with scaled success motions for high-volume segments.
• Familiarity with HubSpot.
• Experience with AI-powered tools for customer insights.
• Strong commercial mindset influencing renewals and expansion.
• Proven strategic thinking with hands-on execution.
• Excellent communication skills for scalable content.
• Comfort working autonomously.

Benefits

• Meaningful salary + equity based on impact.
• Fully remote work in Canada or the US.
• Flexible work hours.
• Comprehensive health and dental coverage.
• Unlimited vacation/PTO policy.