Hive.co is seeking a Customer Success Associate to play a key role in supporting adoption and retention across our customer base, with a focus on self-serve customers. This role sits at the intersection of execution, collaboration, and customer advocacy, ensuring customers get ongoing value from Hive. It’s an opportunity for someone early in their Customer Success career to gain exposure to scaled CS motions and cross-functional collaboration.

What You'll Do

Lead adoption and retention practices for Hive’s self-serve customer segment.
Quickly internalize customer goals and identify 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.
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.
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.
Support the creation and maintenance of knowledge base articles and internal documentation.
Share learnings and patterns that improve onboarding, adoption, and retention at scale.

What We're Looking For

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.
Must be able to work within Canada and have legal Canadian work authorization.

Nice to Have

Background in SaaS, technology services, or subscription-based environments.
Exposure to sales or account-growth motions (renewals, upsells, expansion support).
Familiarity with CRM or CS tools such as HubSpot, Salesforce, or Gainsight.

Team & Environment

You’ll work closely with teams across Customer Success, Onboarding, Support, Sales, Product, and Engineering.

Benefits & Compensation

Compensation range: $55,000 to $70,000 CAD per year. New team members typically start between $55,000 - $62,500.
Work fully remotely in Canada.
Flexible work hours: Customize your schedule as long as it’s not disruptive to your role, team, clients and Hive.
Comprehensive health and dental coverage with a parental leave top-up program.
Unlimited vacation/PTO policy.