Customer Retention Specialist

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

Salary: Starting at $58,300 CAD annually, plus equity rewards, annual health and wellness stipends, retirement savings matching, and extended health benefits.

Company

hirify.global provides software that helps service businesses manage customer connections, 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 root causes of churn risk by asking targeted questions and interpreting product usage and account health signals.
• Lead value sessions focused on feature adoption, workflow optimization, training, and best practices.
• Translate hirify.global’s product capabilities into practical solutions tailored to each customer’s business.
• Influence retention outcomes and protect recurring revenue while navigating complex customer and pricing concerns.
• Share churn 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 curiosity, active listening, verbal communication, problem-solving, and consultative conversation skills.
• Ability to connect product features with customer needs and guide customers through complex decisions.
• Resilience, composure, adaptability, reliability, and accountability in a changing environment.
• Confidence using modern software tools and navigating multiple systems in a fast-paced, cloud-based environment.
• Must be based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo, Canada, and attend the office at least 1 day per week.

Nice to have

• Interest or experience in using AI tools to improve productivity and generate insights.

Culture & Benefits

• Extended health benefits with fully paid premiums for physical and mental health.
• Matching contributions through RRSP, TFSA, or FHSA options and stock options.
• Access to coaching, learning, leadership programs, and a dedicated talent development team.
• Supportive and inclusive work environment focused on customer impact and professional growth.