Customer Experience Manager

At Hive, our Customer Experience goes beyond product knowledge and usability. We pride ourselves in our customers' successes and constantly iterate on the smartest ways the world's top event brands can leverage our features.

We’re looking for a Customer Experience (CX) Manager with strong communication skills and hands-on email marketing experience. As a CX Manager at Hive, you’ll be an in-house email marketing expert who works directly with our clients to ensure they’re using the right strategy to connect with their customers and ultimately, sell tickets.

What You’ll Do:

• Provide email marketing strategy to customers and keep them up to date on best practices

• Be responsible for keeping regular contact with key customers, ensuring that they're getting the most out of Hive, and updating them on our newest features

• Nurture and onboard customers and partners, helping them find success with the product

• Play an important role in listening to customer feedback and deciding what’s added to the product roadmap

• As an email marketing expert, you’ll help direct our marketing efforts towards new effective strategies as well as share key findings and trends to identify opportunities for new educational content

• Support our top existing partners which include agencies, e-commerce and tech platforms

• Help craft our overall customer experience strategy, scaling it as the company continues to grow

Who You Are:

• 2+ years of experience in customer success, account management, or a similar role working with customers and building relationships

• A strong communicator who is confident connecting with clients through multiple channels

• Self-motivated and eager to identify new opportunities to drive impact

• A natural problem solver, keen to identify issues and the best ways to fix them

• Confident and detail-oriented writer who enjoys conveying complex concepts in a simple way

• Comfortable using Salesforce and other Customer Success Management tools

Bonus points if you:

• Have experience working in a B2B environment on a small team or hands-on experience in email marketing

• 2+ years of hands-on experience in email marketing - whether executing in the field or advising clients on their strategy

Bottom line... we're looking for curious, hardworking, down-to-earth people, who are passionate about helping brands build enduring relationships with their customers.

Compensation & Benefits Package

• Meaningful salary + equity: you’re rewarded based on impact

  • The compensation range for this role is $60,000 to $80,000 CAD per year, depending on qualifications and experience. 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.

• Work fully remote in Canada or the US: where you’re most productive whether that be from your house, or elsewhere. We just ask that you have the legal work authorization in the country that you reside & work within. Unfortunately, we are unable to hire within Quebec at this time.

• Flexible work hours: choose your 9-5 as long as it’s not disruptive to your role, team, and Hive

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

• Unlimited vacation/PTO policy: so you can be happy and healthy!

About Hive.co

Hive.co is the premier marketing platform for event marketers, revolutionizing the industry with its innovative and seamless integration with various ticketing platforms. This integration puts customer data directly at the fingertips of marketers, enabling them to build data-driven customer journeys.

We integrate with tech partners like Eventbrite and Shopify to let brands act on all their data, so they can easily segment their list in thousands of ways, and send more customized, timely email campaigns that land in inboxes. We pride ourselves on helping brands understand their email and SMS marketing, all while selling more and keeping their customers engaged.

We started our company inside a University of Waterloo computer lab in early 2014, graduated from Y Combinator that summer (S14 batch) and have been growing ever since. We strive to provide an online work environment that allows team members to have a strong work life balance while still feeling connected to their team and Hive’s mission.

To learn more about our team check out our About Us page on our website: https://www.hive.co/company