Success Enablement Manager (B2B SaaS)

Location: Hybrid in Canada; candidates must be based in Toronto, Kitchener-Waterloo, Edmonton, or Vancouver

Salary: CAD 88,200–119,400 annual base salary, plus equity rewards, health and wellness stipends, retirement savings matching, and extended health benefits.

Company

hirify.global provides SaaS technology that helps small home service businesses quote, schedule, invoice, collect payments, and deliver professional customer experiences.

What you will do

• Own the enablement lifecycle for Product Support and Customer Onboarding, from new-hire ramp and certification through continuous development.
• Build needs-discovery and product-positioning frameworks, activation paths, adoption plays, objection handling, and retention conversations.
• Create and maintain Support and Onboarding playbooks and ensure consistent processes and messaging across channels.
• Design and test in-person, virtual, and on-demand content, partnering with Knowledge Management and QA to connect guidance, quality trends, coaching, and training.
• Enable adoption of Next Best Action recommendations and help specialists apply them within customer workflows.
• Partner with Product Marketing, Success Operations, Analytics, and frontline managers to improve KPIs and measure activation, adoption, retention, CSAT, and qualified opportunities.

Requirements

• Experience in customer success, customer service, onboarding, or sales in a high-volume, short-cycle B2B SaaS environment, with consistent target achievement and experience motivating others.
• Previous experience in revenue-driven roles with targets, such as Sales or Retention.
• Experience building and executing playbooks and training programs that improve service quality and commercial outcomes.
• Strong project management skills, including creating workback plans and driving projects from conception to completion.
• Strong understanding of customer activation, adoption, first value, and product usage.
• Working knowledge of needs-based conversations and the ability to teach specialists to identify problems, connect them to products or features, and communicate value clearly.
• Knowledge of SaaS retention and expansion metrics including NRR, GRR, churn, save rate, expansion MRR, attach rate, and adoption rate.
• Exposure to Next Best Action or recommendation technology, such as Salesforce, or a clear willingness to learn it.
• Strong organizational, time-management, problem-solving, self-learning, teaching, and cross-functional collaboration skills.

Culture & Benefits

• Hybrid work with intentional in-person collaboration in designated Canadian hub cities.
• Extended health benefits with fully paid premiums for physical and mental health.
• Matching contributions through RRSP, TFSA, or FHSA and stock options.
• Talent development, coaching, learning, and leadership programs.
• Inclusive, transparent, collaborative, and innovation-focused work environment.