About the job
At Hive, we are dedicated to crafting meaningful experiences and empowering event marketers to engage with their most passionate supporters. Our innovative platform fuels the marketing efforts of over 1,500 renowned events, festivals, venues, and promoters throughout North America.
We assist our clients in broadening their audiences and achieving sold-out events through intelligent, automated, and tailored digital marketing solutions.
Customer Success is a cornerstone of Hive's vision. As a Customer Success Associate, you will be pivotal in ensuring our customers thrive, aiding our Customer Success and Onboarding teams, and contributing to scalable systems that evolve with the business.
If you are enthusiastic about collaborating closely with customers, mastering the fundamentals of Customer Success, and making a significant impact in a rapidly growing SaaS company, we would be thrilled to connect with you.
The Role:
We are on the lookout for a Customer Success Associate to enhance adoption and retention across our customer base, particularly focusing on Hive’s self-serve customers.
This position lies at the convergence of execution, collaboration, and customer advocacy. You will help guarantee that customers derive value from Hive by promoting feature utilization, supporting retention initiatives, and uncovering expansion possibilities.
You will collaborate closely with various teams, including Customer Success, Onboarding, Support, Sales, Product, and Engineering—ensuring customers are progressing and stepping in when additional support is required.
This is an excellent opportunity for someone at the beginning of their Customer Success journey who seeks exposure to scalable Customer Success practices, account development, and cross-functional teamwork within a fast-growing SaaS environment.
What You'll Do:
Drive Adoption and Retention
Spearhead adoption and retention strategies for Hive’s self-serve customer segment.
Quickly grasp customer objectives and pinpoint relevant methods to enhance Hive’s impact through new features, increased usage, or additional products.
Leverage product signals and CRM insights to foster meaningful adoption that fuels growth.
Support renewal and retention efforts by ensuring that customers recognize and achieve ongoing value from Hive.
Own the Plan When Things Go Sideways
Assist in leading cross-functional responses when customers face challenges or risks.
Monitor progress, follow up on action items, and communicate effectively so customers feel acknowledged and supported.
Collaborate with Product and Engineering teams to resolve issues promptly and efficiently.

