Customer Success Manager (SaaS)

Location: Hybrid work model with regular in-office presence required at the Toronto office, Canada

Total annualized on-target compensation: CAD 65,400–98,100, including base salary and annualized commission target.

Company

hirify.global provides cloud-based supply chain management solutions for a global network of retail trading partners.

What you will do

• Manage a portfolio of 200+ CPG brand accounts with net shipments of up to $2 million.
• Execute standardized onboarding and customer success planning processes.
• Monitor account health, adoption indicators, satisfaction, renewals, and expansion opportunities.
• Identify at-risk customers, escalate issues, and implement adoption campaigns and targeted recommendations.
• Use CRM systems, spreadsheets, and Claude AI to streamline communications and operational tasks.
• Gather customer insights and recommend process improvements for go-to-market expansion.

Requirements

• High school diploma or equivalent; a bachelor's degree is preferred.
• 1–2 years of relevant customer-facing experience in sales, support, account management, or a similar area, or relevant internship/project experience.
• Familiarity with SaaS business models or experience supporting SaaS customers.
• Strong written and verbal communication skills with the ability to explain concepts clearly to diverse audiences.
• Proficiency with CRM systems and spreadsheets, plus experience with AI tools or willingness to learn.
• Comfort with data analysis, metric tracking, multiple tasks, and deadlines in a fast-paced environment.

Culture & Benefits

• Collaborative and inclusive work environment focused on innovation and continuous improvement.
• Commitment to diversity, equity, inclusion, belonging, and equal opportunity.
• Comprehensive benefits supporting employee health, well-being, and financial security.
• Benefits are country-specific and aligned with local laws and market practices.