Manager, Customer Success Management (B2B SaaS)

Location: Canada - Remote

Salary: $115,000–$140,000 USD per year, plus participation in a discretionary bonus plan.

Company

hirify.global provides an Intelligent Network Operations platform that helps large organizations manage, secure, and optimize network infrastructure, including AI-driven agentic operations.

What you will do

• Lead, coach, and develop a team of 4–7 pooled Customer Success Managers supporting a shared customer portfolio.
• Manage workload distribution, queue coverage, capacity, portfolio reviews, renewal readiness, and customer risk reviews.
• Operationalize standardized customer lifecycle plays covering onboarding confirmation, adoption checkpoints, value milestones, and pre-renewal reviews.
• Own retention performance, identify risks, and partner with Renewals and Sales on renewal strategy, expansion routing, and handoffs.
• Define operating standards for coverage, response times, escalations, documentation, CRM accuracy, and customer success tooling.
• Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey and surface systemic risks and product feedback.

Requirements

• 5+ years of experience in B2B SaaS, including 3+ years in Customer Success or account management and 2+ years managing or leading Customer Success Manager teams.
• Experience operating a pooled, shared, or scaled coverage model, or demonstrated ability to build one.
• Strong understanding of renewal strategy, retention management, and risk identification at volume.
• Proven ability to design and improve repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than individual account relationships.
• Strong analytical mindset and ability to translate portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.

Culture & Benefits

• Remote work arrangement in Canada.
• Collaborative and integrity-driven workplace with globally distributed teams.
• Salary range of $115,000–$140,000 USD per year.
• Participation in a discretionary bonus plan.
• Employment eligibility verification is conducted for new hires based in the USA through E-Verify and Form I-9.