Customer Success Manager (SaaS)

Location: Remote, Toronto, Ontario, Canada; specific regional options apply.

Company

hirify.global provides enterprise asset management, maintenance management, and planning software and advisory services for local, First Nations, and regional governments across North America.

What you will do

• Manage an assigned customer portfolio, maintain account plans and records, and prioritize activities based on customer needs, engagement, and risk.
• Build relationships with customer stakeholders and support their business objectives through software adoption, education, and regular business reviews.
• Monitor customer health, product usage, feedback, and engagement to identify risks and create action plans.
• Coordinate issue resolution across Support, Implementation, Product, Sales, Account Management, and other internal teams.
• Support retention and renewal activities while communicating customer feedback, trends, and product needs internally.
• Follow Customer Success processes and contribute to improvements in tools, resources, and operational practices.

Requirements

• 1–3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or another customer-facing role.
• Strong written and verbal communication skills.
• Ability to build customer relationships, identify needs, assess issues, and define appropriate next steps.
• Strong organizational skills with the ability to manage multiple customers, priorities, and deadlines.
• Ability to collaborate effectively with cross-functional teams.
• Proficiency with CRM systems and standard business productivity tools.

Nice to have

• Experience with SaaS or technology products and managing a customer portfolio.
• Experience supporting renewals or retention initiatives.
• Experience working with local, state, or other public-sector organizations.
• Familiarity with customer health metrics, product usage data, or Customer Success platforms.

Culture & Benefits

• Remote work flexibility with specific regional options.
• Health and wellness benefits for employees and families.
• Flexible hours, paid time off, and Summer Fridays.
• Virtual and in-person social events and charity initiatives.
• Structured career growth and ongoing learning through the Career Framework.

Hiring process

• Resume review followed by a response from the recruiting team.
• Phone interview with the People and Culture team.
• One or two virtual interviews with the Hiring Team, followed by an offer or feedback.