Sr. Client Success Services Program Manager

Location: Waterloo, Ontario, Canada

Salary: $92,300–$138,500 plus commissions annually.

Company

hirify.global is an information management and cloud software company focused on digital transformation, AI-enabled solutions, and enterprise client success.

What you will do

• Design, implement, and continuously improve client success programs across onboarding, adoption, value realization, renewal readiness, and expansion.
• Develop scalable client lifecycle frameworks, engagement strategies, automated journeys, and digital success programs.
• Lead cross-functional initiatives with Client Success, Sales, Product Management, Product Marketing, Support, Renewals, Finance, and Operations.
• Establish governance models, objectives, success criteria, measurement plans, and operational standards.
• Optimize client success processes, workflows, platforms, CRM systems, reporting tools, and automation.
• Define metrics, analyze client health and lifecycle trends, and create executive dashboards and business insights.

Requirements

• 8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines in a B2B software or cloud environment.
• 5+ years leading complex, cross-functional strategic initiatives with measurable business outcomes.
• Experience designing and scaling customer success programs across the client lifecycle, including adoption, retention, renewals, and expansion.
• Expertise in program management methodologies, governance, risk management, prioritization, change management, and executive communication.
• Experience with customer health frameworks, lifecycle metrics, executive dashboards, KPIs, scorecards, and operational reporting.
• Bachelor's degree required; experience with Gainsight, Salesforce, Dynamics, Tableau, Power BI, or similar platforms required. MBA and relevant certifications are assets.

Nice to have

• MBA.
• PMP, Agile, Scrum, Prosci, or Customer Success certification.

Culture & Benefits

• Collaborative environment focused on innovation, creativity, and information management.
• Opportunity to work on complex digital transformation projects with enterprise clients.
• Benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off.
• Variable and commission compensation opportunities may be available for eligible roles.
• Commitment to diversity, inclusion, accessibility, and reasonable accommodation.