Manager, Onboarding & Training

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

Onboarding is one of the most critical moments in a customer’s journey  Manager of Onboarding, you’ll play a key role in shaping that experience, leading a growing team, and ensuring our customers start strong and stay successful.

If you’re excited to lead from the front, build scalable systems, and make a meaningful impact on customer success, we’d love to meet you.

We’re hiring a Manager, Onboarding & Training to lead Hive’s implementation function, with ownership across both customer implementation and customer‑facing training.

You’ll manage and support a team responsible for delivering high‑quality implementations and training of some of Hive’s most complex and high‑value customers. You’ll ensure customers are set up for success quickly, trained effectively, and transitioned smoothly into long‑term success.

Implementation at Hive is fundamentally project management. This role is accountable for execution quality, customer experience, and measurable outcomes across activation, adoption, and satisfaction.

• Design and support high‑value customer onboarding experiences from kickoff through activation, including timelines, milestones, and stakeholder alignment
• Lead and manage a team delivering customer implementations and customer‑facing training
• Support and coach team members on execution quality, customer communication, and project management
• Serve as an escalation point for risks, blockers, or complex implementation scenarios
• Identify and flag at‑risk customers during implementation and proactively drive mitigation plans
• Model “what great looks like” through your own customer work, communication style, and problem‑solving approach

• Identify and activate new training opportunities that drive confident, continuous adoption of Hive’s evolving product
• Design and scale impactful customer learning experiences that increase feature adoption, platform usage, and long‑term value realization
• Own the effectiveness of customer training programs by ensuring they are measurable, aligned to key customer journey milestones, and directly tied to retention and expansion outcomes

• Continuously identify patterns, gaps, and opportunities to improve Hive’s implementation and training processes
• Build and maintain scalable implementation frameworks, playbooks, templates, and customer‑facing enablement materials
• Ensure consistency and quality across different customer segments while maintaining flexibility where needed

• Partner closely with Sales to ensure smooth handoffs and aligned customer expectations
• Work with Integrations and Technical teams to support timely and accurate account set‑up
• Collaborate with Product and Engineering to communicate customer requirements, recurring feedback, and implementation insights
• Coordinate with Customer Success to ensure a seamless transition post‑implementation and strong adoption momentum

• Define, track, and report on key implementation and enablement metrics, including:
• • Time to activation
  • Implementation volume and throughput
  • Adoption benchmarks
  • Customer satisfaction (CSAT), including CSAT for training effectiveness
• Use data and insights to continuously improve execution quality and customer outcomes
• Represent the implementation function in cross‑functional and leadership discussions

• 3–5+ years of experience in B2B SaaS implementation, onboarding, professional services, or customer enablement roles
• 2+ years of leadership in Onboarding, Training, Sales or Customer Success
• Proven track record managing multiple various onboarding experiences and roles
• Strong project management skills, with experience defining timelines, coordinating stakeholders, and…