Manager, Customer Onboarding & Training

At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Our platform powers marketing for 1,500+ iconic events, festivals, venues, and promoters across North America. We help them grow their audience and sell out shows using intelligent, automated, and personalized digital marketing tools.

Onboarding is one of the most critical moments in a customer’s journey at Hive. As Manager of Onboarding, you’ll play a key role in shaping that experience, leading a growing team, and ensuring our customers start strong and stay successful.

If you’re excited to lead from the front, build scalable systems, and make a meaningful impact on customer success, we’d love to meet you.

The Role

We’re hiring a Manager, Onboarding & Training to lead Hive’s implementation function, with ownership across both customer implementation and customer-facing training.

You’ll manage and support a team responsible for delivering high-quality implementations and training of some of Hive’s most complex and high-value customers. You’ll ensure customers are set up for success quickly, trained effectively, and transitioned smoothly into long-term success.

Implementation at Hive is fundamentally project management. This role is accountable for execution quality, customer experience, and measurable outcomes across activation, adoption, and satisfaction.

What you will do:

Lead and Manage the Implementation Team

• Design and support high-value customer onboarding experiences from kickoff through activation, including timelines, milestones, and stakeholder alignment

• Lead and manage a team delivering customer implementations and customer-facing training

• Support and coach team members on execution quality, customer communication, and project management

• Serve as an escalation point for risks, blockers, or complex implementation scenarios.

• Identify and flag at-risk customers during implementation and proactively drive mitigation plans

• Model “what great looks like” through your own customer work, communication style, and problem-solving approach

Customer Training and Retention

• Identify and activate new training opportunities that drive confident, continuous adoption of Hive’s evolving product.

• Design and scale impactful customer learning experiences that increase feature adoption, platform usage, and long-term value realization.

• Own the effectiveness of customer training programs by ensuring they are measurable, aligned to key customer journey milestones, and directly tied to retention and expansion outcomes.

Process, Quality, and Scale

• Continuously Identify patterns, gaps, and opportunities to improve Hive’s implementation and training processes

• Build and maintain scalable implementation frameworks, playbooks, templates, and customer-facing enablement materials

• Ensure consistency and quality across different customer segments while maintaining flexibility where needed

Cross-Functional Collaboration

• Partner closely with Sales to ensure smooth handoffs and aligned customer expectations

• Work with Integrations and Technical teams to support timely and accurate account setup

• Collaborate with Product and Engineering to communicate customer requirements, recurring feedback, and implementation insights

• Coordinate with Customer Success to ensure a seamless transition post-implementation and strong adoption momentum

Metrics, Reporting, and Continuous Improvement

• Define, track, and report on key implementation and enablement metrics, including:

  • Time to activation

  • Implementation volume and throughput

  • Adoption benchmarks

  • Customer satisfaction (CSAT), including CSAT for training effectiveness

• Use data and insights to continuously improve execution quality and customer outcomes

• Represent the implementation function in cross-functional and leadership discussions

What you bring:

• 3–5+ years of experience in B2B SaaS implementation, onboarding, professional services, or customer enablement roles

• 2+ years of leadership in Onboarding, Training, Sales or Customer Success

• Proven track record managing multiple various onboarding experiences and roles

• Strong project management skills, with experience defining timelines, coordinating stakeholders, and delivering on scope

• Excellent communication and interpersonal skills; comfortable presenting to both technical and non-technical customer audiences

• Customer-first mindset with strong problem-solving and analytical skills

• Comfortable operating in a fast-paced, growing environment and collaborating cross-functionally

• Experience working with tools such as HubSpot, Salesforce, or similar CRM / CS platforms

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

Bonus points if you have:

• Experience working in MarTech or with event organizers, venues, or promoters

• Familiarity with product-led or hybrid onboarding models

• Experience scaling onboarding processes in a high-growth SaaS environment

Comp/Benefit Package:

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

  • The compensation range for this role is $98,000 to $122,000 CAD per year. 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. New team members typically start between $98,000 - $110,000, based on experience and alignment with the expectations outlined in this posting. This range reflects not just where you begin, but the growth we expect and invest in as you grow at Hive.

• Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you are located in Canada and have the legal work authorization.

• Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, clients and Hive.

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

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

About Hive

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1500+ of the most iconic event, festivals, venues, promoters, and event-centric brands across North America. We help our clients sell out their shows and make their events unforgettable - by helping them grow their customer base and personalizing and automating their email, SMS, and ad campaigns.

Hive integrates with 25+ partners like Ticketmaster and Shopify, ingesting rich customer data in real-time. With this data, event marketers can segment their audiences in powerful ways and send timely, customized messages to their customers. Hive was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today, we’re a remote-first team spread across Canada and the US, building a product and a culture that values clarity, ownership, and real customer impact.

To learn more about our team, check out the About Us and Careers pages on our website.<