Strategic Implementation Manager
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Job Description
Strategic Implementation Manager managing high value customer onboardings and mentoring specialists at Hive. Leading process improvement initiatives for onboarding in the event marketing platform.
Responsibilities:
- Lead and own high value customer onboardings from kickoff to activation (including tasks related to timelines, milestones, and stakeholder alignment).
- Run discovery sessions to understand customer goals and tailor onboarding plans that accelerate time-to-value.
- Deliver high-impact training and enablement sessions that help customers confidently adopt Hive.
- Build strong relationships with high value / new customers, understand their objectives, and reinforce the value of Hive in achieving them.
- Identify patterns, gaps, and opportunities to improve our onboarding process and operations and lead initiatives to optimize and scale it.
- Create or refine onboarding frameworks, templates, documentation, and customer-facing enablement content.
- Track and report on onboarding metrics (e.g., time to go-live, adoption benchmarks), using these insights to drive continuous improvement.
- Help customers clearly articulate their goals—even when they’re unsure—translating these into actionable onboarding plans.
- Proactively surface risks, communicate timelines, and ensure a smooth transition to long-term success teams.
- Provide feedback loops to Product and CS based on recurring customer needs, patterns, and insights from your team.
- Mentor and support a team of onboarding specialists, helping them grow in delivery, customer communication, and project management.
- Serve as a point of escalation for risks, blockers, or complex onboarding scenarios.
- Model “what great looks like” through your personal client work, communication style, and problem-solving approach.
Requirements:
- 3+ years in onboarding, customer training, or implementation—preferably in SaaS.
- Experience mentoring others, leading processes, or operating as a senior member of a CS team (formal management experience is a plus but not required).
- Proven ability to manage multiple, simultaneous onboarding projects with precision and organization.
- Strong communication skills—you can lead a room, simplify complex concepts, and build trust quickly.
- Familiarity with SaaS tools and customer success platforms (HubSpot experience is a plus).
Benefits:
- 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.
- Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, 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!
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