Manager, Customer Success

Location: Hybrid role with on-site work required at the Ottawa Collaboration Hub, Canada

Company

hirify.global provides an end-to-end cyber resilience platform with AI-powered capabilities, integrations, and tools that help businesses manage, secure, and recover from cyber threats.

What you will do

• Build, lead, and manage a Partner Success team responsible for partner relationships, adoption, retention, and expansion opportunities.
• Coach direct reports, manage performance, support professional development, and establish team priorities and objectives.
• Analyze partner behavior, feature adoption, operational metrics, and activity scores to identify churn risks and improve partner outcomes.
• Manage partner escalations and communicate directly with named partners to understand goals, technical landscapes, and business needs.
• Drive cross-functional alignment across marketing, product, sales, renewals, support, and engineering as the internal Voice of the Customer.
• Improve partner lifecycle processes, tools, systems, and reporting to increase team efficiency and business scalability.

Requirements

• 3–5 years of relevant experience in customer-facing roles such as renewals, sales, partner success, partner support, sales engineering, or account management.
• Experience hiring, developing, and leading customer-facing teams, including coaching, performance management, and succession planning.
• Experience collaborating with renewals, sales, partner support, and product or engineering teams.
• Strong understanding of partner-focused environments, recurring-revenue business models, revenue growth, and customer value drivers.
• Strong analytical, reasoning, communication, prioritization, and stakeholder collaboration skills.
• Ability to work on-site in Ottawa as part of the hybrid working model.

Nice to have

• Experience with Salesforce, Service Cloud, Totango, Gainsight, or NetSuite.
• Experience using business intelligence tools such as Tableau.

Culture & Benefits

• Hybrid working model based on trust and flexibility.
• Medical, dental, and vision coverage for employees and eligible family members.
• Generous paid time off, observed holidays, and two paid volunteer days per year.
• Company-contributed pension plan and employee stock purchase program.
• Learning programs, discounted gym access, and company giving opportunities.