Manager, Customer Success

Location: Hybrid, based in the Kitchener, Ontario office

Salary: $102,400–$129,400 CAD base salary per year for exceptional talent based in Ontario, Canada; bonus, equity, and benefits are excluded.

Company

hirify.global develops an AI-powered customer experience and business communications platform that combines AI and human agents to resolve customer issues, advance deals, and automate operational work.

What you will do

• Lead, manage, coach, and develop a high-performing team of Customer Success Managers serving key accounts.
• Own customer satisfaction, retention, adoption, engagement, and expansion outcomes.
• Monitor customer health, identify risks and opportunities, and lead escalated issue resolution.
• Partner with Sales, Marketing, Product, and Engineering on customer-centric strategies and product improvements.
• Track KPIs covering customer health, renewals, expansion, and overall success, and report results to senior leadership.
• Provide customer and industry insights to help shape hirify.global’s products and services.

Requirements

• 2–3+ years of management experience leading a Customer Success or Account Management team.
• Required experience in SaaS; telecommunications experience is preferred.
• Bachelor’s degree in a technology-related field and experience with SaaS or high-growth companies are ideal.
• Strong customer focus, communication, presentation, public speaking, cross-functional collaboration, prioritization, and workload management skills.
• Experience creating customer success plans, managing customer health scores, driving adoption, and planning accounts.
• Proficiency with Salesforce, customer success tools such as Gainsight, PowerPoint, Word, and Excel.

Nice to have

• Technical background in IT Service Management, telecommunications, or IT Operations Management solutions.
• Experience with next-generation enterprise software customer success principles.

Culture & Benefits

• Work at the center of AI transformation in business communications.
• Access to AI tools, a robust training program, and opportunities for professional growth.
• Competitive salary and comprehensive benefits.
• Inclusive office environment designed to support collaboration and connection.
• Team culture centered on curiosity, optimism, persistence, empathy, and high performance.