Job Description
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 onboarding and customer-facing training.
This is a player-coach role. You’ll manage and support a team responsible for delivering high-quality implementations while remaining hands-on with 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:
Hands-On Implementation Leadership
Lead and own high-value customer implementations from kickoff through activation, including timelines, milestones, and stakeholder alignment
Run discovery sessions to understand customer goals and translate them into clear, actionable implementation plans
Deliver and design high-impact customer training and enablement sessions that help customers confidently adopt Hive
Build strong relationships with new and high-value customers, reinforcing Hive’s value throughout the implementation process
Lead and Manage the Implementation Team
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
Model “what great looks like” through your own customer work, communication style, and problem-solving approach
Process, Quality, and Scale
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
Bring a systems mindset to implementation, continuously improving how we deliver at scale
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
Customer Enablement, Risk Management, and Retention Support
Ensure customer training is effective, measurable, and aligned to customer outcomes
Identify and flag at-risk customers during implementation and proactively drive mitigation plans
Support long-term adoption by ensuring customers leave implementation with clarity, confidence, and 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
Experience leading or managing a small team delivering customer-facing implementations or training
Proven track record managing multiple, concurrent customer implementations, including technical or configuration-heavy setups (integrations, data migration, customization, training)
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.
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.
