Hive.co

Customer Success Manager

• Drive Adoption and Retention
• 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
• Own the Plan When Things Go Sideways
• 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
• Be the Voice of the Customer
• 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 escalate issues appropriately
• Contribute to Scaled Enablement
• Support the creation and maintenance of knowledge base articles and internal documentation
• Share learnings and patterns that improve onboarding, adoption, and retention at scale

Customer Success Associate

• 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

Growth Marketing

• Own lifecycle marketing programs across prospect, customer, and expansion stages
• Plan and execute email nurtures, onboarding programs, product communications, and re-engagement campaigns
• Continuously test messaging, cadence, and content to improve engagement, activation, and retention
• Create and repurpose content that supports growth and customer outcomes
• Plan and execute organic social programs (primarily LinkedIn) to amplify content
• Use HubSpot daily to execute campaigns, build emails, and track performance
• Analyze lifecycle and content performance and identify opportunities to improve pipeline quality and customer engagement
• Support Sales with sales-ready content and work with RevOps to ensure lead handoff and lifecycle stages
• Partner with Customer Success on onboarding and customer communication programs

Customer Success Associate

Customer Success Manager

Senior Growth Marketing Specialist