Hive.co

Customer Success Associate

Hive.co

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$55,000 - CA$70,000 per year

Tech Stack

Go

About the role

  • 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

Requirements

  • 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 escalate appropriately
  • 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.
Benefits
  • Meaningful salary
  • Work fully remotely in Canada
  • Flexible work hours
  • Health + Insurance
  • Unlimited vacation/PTO policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
communication skillsactive listeningempathyorganizational skillstime-managementproblem-solvinginitiativecollaborationcustomer advocacycustomer relationship management