At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together, and our industry‑leading platform makes it easier than ever for promoters to build strong, lasting connections with their audiences. Our mission is simple: to help live events grow.The Role We’re looking for a Manager of Customer Success to lead and scale our Customer Success team. You’ll be responsible for driving retention, expansion, and operational excellence across our portfolio of key accounts.You’ll coach and empower a team of CSMs to retain and expand our existing customer base, build trusted partnerships with leading event organizations, and champion the use of automation and AI to deliver world‑class efficiency at scale. You’ll also represent the voice of the customer inside Hive and keep the team focused on driving product adoption across our portfolio.This is a high‑impact role for a strategic leader who thrives on building solid teams, driving customer growth, and collaborating cross‑functionally to shape the future of our customer experience.What You’ll Do Lead and Scale the Team Lead, coach, and develop a high‑performing team of CSMs responsible for the success, retention, and growth of our customer base.Foster a culture of ownership, curiosity,



and accountability—ensuring every team member is equipped to deliver measurable customer and business outcomes.Build team capacity plans and guide hiring, promotions, and professional development.Drive Retention and Expansion Through Our CSM Team Own retention and expansion of our existing customer base, executed day‑to‑day through your team of CSMs.Partner with Sales and Revenue Operations to forecast renewals, drive expansion opportunities, and maintain best‑in‑class GDR and NDR.Build scalable playbooks and frameworks that empower CSMs to consistently deliver results.Champion Customer Efficiency through Automation and AI Support initiatives to integrate AI and automation into customer workflows, reducing manual touchpoints while increasing engagement and improving responsiveness.Identify areas where automation can enhance insight gathering and renewals, helping Hive deliver proactive, data‑driven support at scale.Represent the Voice of the Customer and Drive Product Adoption Act as an escalation point for complex customer situations—balancing empathy with commercial and operational priorities.Build and represent the voice of the customer inside Hive—surfacing what customers need beyond the feature requests that come in through support, and shaping how that feedback reaches Product and GTM.Champion product adoption across our portfolio, helping customers get more value from what they’ve already bought and grow the dollar value of each

📌 Manager, Customer Success (Kitchener)
🏢 Hive.co
📍 Kitchener