Director of Customer Success

Named #4 startup in Canada for 2024, Hiive is a fintech/marketplace startup connecting buyers and sellers of stock in venture-backed pre-IPO companies🚀. Thanks to our industry-leading technology and best-in-class capital markets team, we are home to the fastest-growing marketplace for the stock of “unicorns” on the planet. As a profitable and rapidly growing business backed by tier-one venture capital investors, we are seeking to scale our high-performing team.

As the Director of Customer Success, you will be fully responsible for building and leading our customer service infrastructure and organization to deliver an exceptional customer experience. You will build, optimize, and manage critical customer support functions such as live chat, email, and phone support. You will also be a key stakeholder in building and maintaining self-service tools such as FAQs, help center and internal knowledge bases. As the primary point of contact and front-line leader for customer success, you will shape how we engage, support, and retain our customers.

Key Responsibilities:

• Be responsible for building and leading Hiive’s customer service infrastructure and organization to deliver an exceptional customer experience at scale.

• Develop and implement strategies to maximize customer retention, satisfaction, and product adoption while ensuring compliance with all regulatory standards.

• Design and refine support workflows, training programs, and quality assurance processes to maintain service excellence.

• Be a key stakeholder in building, managing, and continuously improving self-service support tools such as FAQs, articles and a help centre.

• Create and maintain an internal knowledge base to provide cross-functional teams with quick access to critical information.

• Hire, train, and manage/oversee customer success representatives.

• Coordinate with internal business teams, including Capital Markets, Sales Operations, Execution, and others, to resolve complex customer issues and ensure a seamless customer experience.

• Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.

• Implement and monitor customer success metrics (KPIs) to measure satisfaction, retention, and support efficiency.

• Drive feedback loops between customers and Product/Engineering teams to foster continuous improvement.

• Handle and de-escalate challenging customer situations, turning them into opportunities to build trust and strengthen relationships.

• Serve as the voice of the customer within the organization, ensuring customer needs are considered in strategic decision-making.

Required Skills:

• Bachelor’s degree in business, marketing, communications, or a related field.

• 8+ years of experience in customer success, account management, or a similar leadership role in a fast-paced, cross-functional environment.

• Experience in fintech, financial services, or SaaS industries, ideally in a highly regulated industry.

• Proven ability to lead and manage customer success teams, driving high levels of customer satisfaction.

• Strong understanding of support systems, including live chat, shared inboxes, help desks, and knowledge bases.

• Excellent communication (including written communication), leadership, and interpersonal skills.

• Ability to collaborate effectively across multiple departments and work cross-functionally.

• Strong analytical skills with a data-driven approach to decision-making.

Preferred Skills:

• FINRA Series 7 certification is considered an asset.

Compensation, Benefits, & Perks:

• Highly competitive salary commensurate with experience and contribution.

• Opportunity to participate in ownership of a rapidly growing early-stage startup through our employee stock option plan.

• Comprehensive 100% employer-paid health and dental premiums, a health and personal spending account.

• A dedicated desk in our Vancouver, BC HQ, in the heart of downtown, with a fridge stocked with healthy snacks and drinks, an onsite gym, and a gorgeous rooftop amenity.

• Enjoy a $20-per-day commuter benefit for every day you work in our Vancouver HQ.

• An engaging social calendar, including bi-weekly catered lunches, bi-weekly “Friday bar,” team workouts, annual summer party, and holiday party, two “onsite” all-team retreats each year, semi-annual team-building events, and Hiive Womens’ Network events.

• Significant opportunities for growth into team leadership and management roles.

• Entrepreneurial culture and a small and dynamic team.

• Sponsorship, immigration, and relocation for exceptional candidates.

Hiive is committed to fostering an inclusive workplace where all individuals have an opportunity to succeed.