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.

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.

• 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

• 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

• 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 elevate issues appropriately

• Support the creation and maintenance of knowledge base articles and internal documentation
• Share learnings and patterns that improve onboarding, adoption, and retention at scale

• 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 elevate properly
• 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.

• 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 Hub Spot, Salesforce, or Gainsight

• 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…