Scaled Customer Success Manager (SaaS)

Location: Toronto, Canada; hybrid work model with in-office days

Salary: CA$90,000–CA$100,000 annually, plus equity and CA$30,000–CA$40,000 commission

Company

hirify.global provides a Canadian financial operating system combining corporate cards, expense management, bill payments, high-yield accounts, and financial software for more than 10,000 businesses.

What you will do

• Own the success, health, adoption, renewals, and expansion of a scaled segment with more than 7,000 customers.
• Design and run one-to-many customer programs through webinars, lifecycle email, in-app education, community channels, automation, and targeted outreach.
• Build and continuously improve the Scaled CX playbook with CX, Product, Lifecycle Marketing, and RevOps.
• Develop tech-touch success plans and cross-functional programs that increase engagement and reduce churn.
• Use Appcues, email automation, health scoring, dashboards, and customer data to measure engagement and prioritize actions.
• Bring customer insights and blockers to Product, Support, RevOps, Marketing, and CX while improving cross-team feedback loops.

Requirements

• 4–5+ years of Customer Success experience at a fast-paced SaaS company.
• Experience owning a scaled book of business or running one-to-many customer success programs across the lifecycle.
• Track record of building programs and processes that deliver customer outcomes at scale.
• Experience with data analytics and CRM tools for monitoring customer health and measuring program performance.
• Experience owning renewals and expansion, with a strong understanding of NRR and customer adoption.
• Strong communication, analytical, problem-solving, collaboration, and cross-functional program management skills.

Nice to have

• Experience with fintech, payments, or accounting-related products.
• Experience building or tuning churn prediction models with Data or RevOps teams.

Culture & Benefits

• Ownership-oriented, feedback-driven, decentralized working culture.
• Equity options and competitive compensation.
• Hybrid work with in-office collaboration days in Toronto.
• Catered team lunches on Tuesdays, Wednesdays, and Thursdays.
• Dog-friendly office and an inclusive, accessible workplace.