Growth and Retention Delivery Lead

Location: Toronto, Canada; hybrid work with 3 days per week in the Toronto office

Base pay: CAD 118,500–160,500 per year, plus potential cash bonus, equity rewards, and benefits.

Company

hirify.global is a financial technology platform whose products include TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Own the operational delivery and commercial performance of Canada’s QuickBooks growth and retention programs, including onboarding, activation, cancellation saves, and sales through service.
• Translate strategy into executable delivery plans with milestones, site ownership, performance indicators, and go/no-go decisions.
• Direct training, knowledge, quality, calibration, incentive, audit, forecasting, demand planning, and staffing activities through internal teams and BPO partners.
• Define the BPO partner performance strategy, lead review cycles, and deliver improvement plans when targets are missed.
• Own the international Growth and Retention operating model, quality standard, playbook, and performance framework across markets.
• Influence senior Customer Success, Go-to-Market, Data Science, Analytics, and partner leadership through performance insights and recommendations.

Requirements

• 5+ years of relevant experience in customer success, growth and retention, or commercial operations, ideally in a SaaS or subscription business.
• Demonstrated accountability for retention, churn, or monetization metrics at scale, with a record of meeting or exceeding targets.
• Substantial experience delivering commercial outcomes through outsourced or BPO partners without direct authority.
• Experience establishing operating standards, playbooks, or quality frameworks across multiple markets and gaining adoption outside the reporting line.
• Strong operational, analytical, decision-making, written communication, and verbal communication skills.
• Bachelor’s degree required; MBA or equivalent experience preferred.

Culture & Benefits

• Hybrid working model based out of the Toronto office.
• Competitive compensation with a pay-for-performance rewards approach.
• Potential eligibility for cash bonus, equity rewards, and benefits under applicable plans.
• Compensation is reviewed based on job-related knowledge, skills, experience, and work location.
• Regular pay comparisons support ongoing pay equity across ethnicity and gender categories.