Customer Success Associate

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 our customers grow their audience and sell out shows using intelligent, automated, and personalized digital marketing tools.

Customer Success is central to Hive’s mission. As a Customer Success Associate, you’ll play a key role in helping customers succeed, supporting our CS and Onboarding teams, and contributing to scalable systems that grow with the business.

If you’re excited to work closely with customers, learn the foundations of Customer Success, and make a real impact in a fast-growing SaaS company, we’d love to hear from you

The Role:

We’re hiring a Customer Success Associate to support adoption and retention across our customer base, with a focus on Hive’s self-serve customers.

This role sits at the intersection of execution, collaboration, and customer advocacy. You’ll help ensure customers are getting value from Hive by driving feature adoption, supporting retention efforts, and identifying expansion opportunities.

You’ll work closely with teams across Customer Success, Onboarding, Support, Sales, Product, and Engineering—helping keep customers moving forward and stepping in when things need extra attention.

This is a great opportunity for someone early in their Customer Success career who wants exposure to scaled CS motions, account growth, and cross-functional collaboration in a fast-growing SaaS company.

What you'll do:

Drive Adoption and Retention

• Lead adoption and retention practices for Hive’s self-serve customer segment

• Quickly internalize customer goals and identify relevant ways to expand Hive’s footprint through new features, increased usage, or additional products

• Use product signals and CRM insights to drive meaningful adoption that supports growth

• Support renewal and retention efforts by ensuring customers understand and realize ongoing value from Hive

Own the Plan When Things Go Sideways

• Help lead cross-functional responses when customers encounter issues or risks

• Track progress, follow through on action items, and communicate clearly so customers feel heard and supported

• Collaborate with Product, Support, and Sales to resolve challenges and drive results

Be the Voice of the Customer

• Advocate for customers by documenting needs and sharing insights internally

• Translate customer feedback into actionable input for Product and Engineering teams

• Build product and domain knowledge to confidently support customers and escalate issues appropriately

Contribute to Scaled Enablement

• Support the creation and maintenance of knowledge base articles and internal documentation

• Share learnings and patterns that improve onboarding, adoption, and retention at scale

What you bring:

• 1–2 years of experience in a customer-facing role (Customer Success, Account Coordination, Support, Sales Development, or similar)

• Experience interacting directly with customers via calls, emails, or meetings, and managing tasks and follow-ups independently

• Excellent verbal and written communication skills, with strong active listening and empathy

• Highly organized with strong time-management skills and the ability to juggle multiple customers and priorities

• Problem-solver mindset: able to research solutions, propose options, and escalate appropriately

• Comfortable working in a collaborative, cross-functional environment

• Self-starter who takes initiative, learns quickly, and knows when to ask for help

• Comfort with technology and explaining tools clearly to others

You must be able to work within Canada and have legal Canadian work authorization.

Bonus points if you have...

• Background in SaaS, technology services, or subscription-based environments

• Exposure to sales or account-growth motions (renewals, upsells, expansion support)

• Familiarity with CRM or CS tools such as HubSpot, Salesforce, or Gainsight

Comp/Benefit Package:

• Meaningful salary: The compensation range for this role is $55,000 to $70,000 CAD per year. 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. New team members typically start between $55,000 - $62,500, based on experience and alignment with the expectations outlined in this posting. This range reflects not just where you begin, but the growth we expect and invest in as you grow at Hive.

• Work fully remotely in Canada: Where you are most productive whether that be from your house, or elsewhere. We just ask that you are located in Canada and have the legal work authorization.

• Flexible work hours: Customize your schedule as long as it’s not disruptive to your role, team, clients and Hive.

• Health + Insurance: Comprehensive health and dental coverage with a parental leave top-up program.

• 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 and Careers pages on our website.