Customer Success Manager (B2B SaaS)

Location: Toronto office / Canada, hybrid workplace

Company

hirify.global builds a collaborative and globally supported workplace focused on innovation, integrity, and customer outcomes.

What you will do

• Manage customer engagement across a shared portfolio using a prioritized queue based on health signals, product usage, support activity, and renewal proximity.
• Deliver onboarding confirmations, adoption checkpoints, product demonstrations, and structured pre-renewal reviews.
• Guide customers on implementation planning, best practices, usage optimization, and business outcomes.
• Collaborate with Support and Product teams to troubleshoot issues and improve customer value realization.
• Identify churn risks, expansion opportunities, and renewal readiness, then provide complete context to Renewals and Sales.
• Maintain accurate documentation and customer data in Totango, Salesforce, and internal systems.

Requirements

• 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS.
• Technical aptitude and business acumen, with the ability to explain product capabilities and business impact.
• Experience serving multiple customers, delivering demonstrations, and running structured customer conversations.
• Excellent written communication and strong documentation discipline.
• Familiarity with customer success and CRM tools such as Totango or Salesforce.
• Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset.

Culture & Benefits

• Hybrid work environment based in Toronto, Canada.
• Collaborative workplace with an emphasis on trust, support, and integrity.
• Opportunity to work with globally distributed teams and advance within a company that invests in its people.