Manager, Customer Success and Technical Account Management (SaaS)

Location: Remote in Canada

Company

hirify.global provides Critical Event Management technology that helps enterprises and government organizations anticipate, respond to, and recover from critical events.

What you will do

• Lead, coach, and develop Customer Success Managers and Technical Account Managers through feedback, career planning, hiring, onboarding, and enablement.
• Build effective CSM–TAM partnerships aligned with customer objectives, use cases, success criteria, and technical environments.
• Drive customer adoption, value realization, satisfaction, retention, renewal readiness, and expansion in partnership with Sales and Account Management.
• Monitor customer health and portfolio performance, identify risks and opportunities, and lead complex customer escalations.
• Set and manage KPIs, customer health measures, operational metrics, performance goals, and capacity planning.
• Partner with Support, Professional Services, Product, Engineering, and other teams to resolve customer needs and improve the customer journey.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Support, Solutions Consulting, or another customer-facing SaaS role.
• 2+ years of experience leading, coaching, and developing customer-facing professionals.
• Experience with SaaS, cloud platforms, enterprise technology, or mission-critical technology environments.
• Experience managing team KPIs, customer health measures, operational metrics, performance goals, renewals, retention, and expansion.
• Strong analytical, communication, organizational, prioritization, delegation, and decision-making skills.
• Bachelor’s degree in Business, Technology, Computer Science, Management, or a related field, or equivalent practical experience.

Culture & Benefits

• Remote work arrangement for candidates in Canada.
• Inclusive culture focused on customer focus, accountability, collaboration, learning, and operational excellence.
• Opportunity to work cross-functionally across Sales, Account Management, Support, Professional Services, Product, and Engineering.
• Fair Chance and equal employment practices for qualified applicants in the US and Canada.