Scaled Customer Success Lead (AI)

Location: Hybrid role based out of the downtown Toronto office; office attendance is required 3 days per week.

Salary: $100,000–$120,000 CAD plus variable compensation per year

Company

hirify.global provides an internal communications platform with email creation, employee engagement, and analytics tools for campaigns sent through Outlook or Gmail.

What you will do

• Design and execute a tech-touch motion including automated onboarding, usage-triggered nudges, health alerts, and scaled business reviews.
• Own global SMB customer retention and segment health, including renewals, upsell conversations, and escalations.
• Operate and improve customer health scoring and early-warning systems to identify at-risk accounts.
• Lead churn diagnosis, document reasons for SMB customer loss, and improve retention playbooks.
• Build proactive, segmented customer communications and AI-assisted workflows for reviews, risk summaries, and reactivation.
• Partner with Product, Marketing, Sales, Support, and Customer Success to improve retention and close customer-impacting gaps.

Requirements

• 5+ years of experience in Customer Success or Customer Operations.
• Experience owning GDR/NDR outcomes, renewals, upsell conversations, and account escalations.
• Experience building and executing a scalable, low-touch customer success motion.
• Recent experience in an early-stage SaaS business.
• Experience instrumenting customer health and risk through Gainsight, Vitally, ChurnZero, Salesforce, product analytics, or automation.
• Ability to create reporting and insights independently, with strong familiarity with Salesforce, Pendo, Gong, or equivalent tools.

Nice to have

• Experience using AI tools to streamline workflows and improve the customer journey.

Culture & Benefits

• Employer-paid benefits and a Health Spending Account from day one.
• Hybrid work from the downtown Toronto office, with the option to work from anywhere in the world for up to 4 weeks.
• Stock option plan and RRSP Group Savings Plan.
• Generous vacation, five health days, one personal day, and two volunteering days.
• Personal development budget and birthday leave.