Retention Specialist (SaaS)

Location: Hybrid in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo, Canada; office attendance required at least 1 day per week. Monday to Friday, 11am–8pm MT (1pm–10pm ET).

Salary: CAD 58,300 fixed compensation, plus equity rewards, annual health and wellness stipends, retirement savings matching, and extended health benefits.

Company

hirify.global provides cloud software that helps home-service businesses manage customers, scheduling, invoicing, payments, and daily operations.

What you will do

• Engage with customers at risk of cancellation through inbound calls, booked conversations, and proactive outbound outreach.
• Diagnose the underlying causes of churn risk and recommend practical solutions tailored to each customer’s business.
• Facilitate value sessions focused on feature adoption, workflow optimization, training, and best practices.
• Use product usage patterns and account health indicators to identify challenges and guide retention decisions.
• Take ownership of outcomes affecting recurring revenue, including save rate, retention, and long-term customer success.
• Share customer insights with Customer Success, Support, Product, and Billing to improve retention strategy and customer experience.

Requirements

• Experience succeeding in high-volume, customer-facing environments while maintaining a high-quality customer experience.
• Strong verbal communication, active listening, empathy, consultative influence, and problem-solving skills.
• Ability to understand customer challenges, identify root causes, and connect product capabilities to specific business needs.
• Resilience, sound judgment, accountability, and composure when handling complex conversations, rejection, and cancellation decisions.
• Confidence using modern software tools and navigating multiple systems in a fast-paced, cloud-based environment.
• Interest or experience in leveraging AI tools to improve productivity and insight generation.

Culture & Benefits

• Hybrid work with scheduled office collaboration at least one day per week.
• Extended health benefits with fully paid premiums for physical and mental well-being.
• Matching contributions through RRSP, TFSA, or FHSA programs, plus stock options.
• Annual health and wellness stipends.
• Access to coaching, learning, leadership programs, and a dedicated Talent Development team.
• Inclusive environment focused on humility, support, accountability, and customer impact.