Senior 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 seeking an experienced Senior Customer Experience Manager with hands-on experience in email and event marketing within the industry. As a CX Manager at Hive, you'll serve as our in-house email marketing expert, collaborating directly with clients to ensure they implement strategies that effectively connect with their target audience. This role requires a deep understanding of customer needs, a passion for delivering unparalleled experiences, and a proven track record of success in customer-centric roles in the event space.

What You’ll Do:

• Act as the primary point of contact for large clients and provide email marketing strategy to customers and keep them up to date on best practices

• Regularly engage with clients in a proactive fashion to predict risk and deliver value

• Develop an understanding of clients’ objectives, challenges, and needs, and ensure that they’re getting the most out of Hive and our features

• Execute tailored strategies to drive customer satisfaction, retention, and loyalty, helping them find success with the product

• Solicit customer feedback and support in deciding what’s added to the product roadmap. Additionally supporting customers through product issues and escalating it to the appropriate teams for resolution.

• Stay up to date on industry trends, and best practices in customer experience and event marketing

• 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

• Help support our top existing partners which includes agencies, ecommerce and tech platforms

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

Who You Are:

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

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

• 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 and enjoy conveying complex concepts in a simple way

• Comfortable using Salesforce and other Customer Success Management tools

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

Bottom line... We're looking for curious, hardworking, down-to-earth people, who are passionate about helping brands build enduring relationships with their customers. You'll be well taken care of: meaningful equity, salary, and the benefits you need to be happy & healthy.

Compensation & Benefits Package

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

  • The compensation range for this role is $70,000 to $100,000. 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. The band reflects potential growth in role and new team members, when hired with the expectations listed in the posting, will come in closer to the midpoint ($80,000 - $85,000).

• 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

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