Client Success Manager supporting Vicimus, which provides automotive dealership marketing and technology solutions. Managing campaigns, analyzing performance, and growing Canadian dealership client relationships.
About the role
- Customer Success Manager leading CSM teams, retention, and expansion for Hive’s live-event marketing platform. Driving product adoption through scalable playbooks, automation, and AI.
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Success Managers
- Foster ownership, curiosity, and accountability while driving measurable customer and business outcomes
- Build team capacity plans and guide hiring, promotions, and professional development
- Own retention and expansion of the existing customer base through the CSM team
- Partner with Sales and Revenue Operations to forecast renewals and drive expansion opportunities
- Build scalable customer success playbooks and frameworks
- Integrate AI and automation into customer workflows to reduce manual touchpoints and improve responsiveness
- Identify automation opportunities for insight gathering and renewals
- Act as an escalation point for complex customer situations
- Represent the voice of the customer inside Hive and inform Product and go-to-market teams
- Champion product adoption and increase account value through deeper usage
- Collaborate with Product, Support, Onboarding, Engineering, Marketing, and Sales
- Represent Hive at conferences, panels, and industry events
- Build relationships with key customer executives
Requirements
- 4+ years in Customer Success, Account Management, or Customer Experience roles in SaaS
- At least 2+ years in leadership, managing Sr. CSMs and CSMs
- Proven success driving retention, expansion, and renewals at scale
- Strong understanding of customer success frameworks, lifecycle management, and value-based customer engagement
- Experience working cross-functionally with Product, Sales, and Operations teams
- Comfort using data and automation to drive decisions, optimize processes, and measure team performance
- Comfort with commercial conversations such as renewals, expansion, and upsell
- Background in marketing technology or the live events industry is a plus
- People leadership through clarity, empathy, and accountability
- Ability to build systems, playbooks, and processes
- Strategic and analytical understanding of business metrics and customer health data
- Calm under pressure in complex customer situations
- Curiosity and adaptability regarding AI and automation
- Legal work authorization in Canada; no employer visa sponsorship or immigration support
- Candidates must be based in Canada; hiring in Quebec is not available
Benefits
- Meaningful salary + equity
- Commission
- Work fully remote in Canada
- Flexible work hours
- Comprehensive health and dental coverage
- Parental leave top-up program
- Live Experience stipend
- Unlimited vacation/PTO policy
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Degree requirement
No Education Requirement
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Client Success Manager supporting Canadian automotive dealerships with campaign execution, performance analysis, and product adoption. Building relationships, improving ROI, and identifying growth opportunities for Vicimus clients.
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