Customer Success Manager (Airline Distribution)

Location: Canada, Toronto or Ottawa; up to 20% travel within North America and Latin America

Company

hirify.global provides technology and distribution solutions for the travel industry, supporting airlines and other travel businesses globally.

What you will do

• Own customer success plans, success criteria, KPIs, and adoption goals for a portfolio of airline customers.
• Build relationships with executive and operational stakeholders and act as the primary customer advocate within hirify.global.
• Drive adoption and utilization of hirify.global solutions through health monitoring, business reviews, recommendations, and best practices.
• Identify adoption and satisfaction risks, create mitigation plans, and coordinate responses to escalations and critical business situations.
• Support renewal strategies and identify upsell, cross-sell, and expansion opportunities with Account Management and Sales.
• Collaborate with Product, Support, Consulting, Delivery, and other teams to achieve customer outcomes.

Requirements

• Bachelor’s degree in Business, Technology, Engineering, or a related field, or equivalent professional experience.
• At least 5 years of experience in Customer Success, Account Management, Delivery Management, Customer Care, Product Management, or IT Account Management.
• Experience managing enterprise relationships and engaging stakeholders at multiple organizational levels.
• Strong communication, relationship management, consultative problem-solving, analytical, organizational, and cross-functional collaboration skills.
• Professional proficiency in English.
• Experience in airline, travel technology, or distribution industries; knowledge of airline distribution, NDC, EDIFACT, or passenger service systems is relevant.

Nice to have

• Familiarity with hirify.global Airline Distribution solutions and portfolio offerings.
• Experience with Tableau, Qlik, or other business intelligence and visualization tools.
• Knowledge of customer success methodologies, adoption frameworks, and customer health management.
• Additional language skills supporting customer assignments in the region.

Culture & Benefits

• Flexible working model.
• Learning through on-the-job training, formal activities, and collaboration.
• Competitive rewards package including salary, bonus, equity, and benefits.
• Supportive, caring, diverse, and inclusive working environment.
• Global business and collaboration across international teams.

Hiring process

• Create a candidate profile, upload a Resume/CV, and submit the application.
• The application process takes no longer than 10 minutes.