Customer Success Manager (13 month contract)

Location: Remote in Canada; applicants must reside in and be able to work in Canada.

Salary: CAD 70,000–80,000 annually.

Company

hirify.global provides a B2B SaaS web platform for employee rewards and recognition programs.

What you will do

• Manage customer relationships and communication across an assigned book of business.
• Partner with Sales, Support, Onboarding, Product, and Finance to deliver a seamless customer experience and support renewals.
• Drive platform adoption through customer insights, strategic recommendations, health monitoring, check-ins, and performance reviews.
• Conduct Quarterly Business Reviews, demonstrate delivered value, and improve NPS, retention, loyalty, and account growth.
• Handle escalations and difficult conversations while gathering customer feedback to influence the product roadmap.
• Identify upsell, advocacy, referral, case study, and other expansion opportunities.

Requirements

• At least 3 years of experience as a Customer Success Manager in a SaaS environment.
• Strong written and verbal communication skills.
• Technical proficiency with CRM software and customer success tools.
• Strong organization, accuracy, attention to detail, prioritization, and deadline-management skills in a fast-paced environment.
• Creative problem-solving ability, a growth mindset, and a clear vision for expanding a book of business.
• Ability to navigate difficult customer conversations with professionalism and empathy.
• Bachelor’s degree in Business Administration or a related field is preferred.
• Bilingual French or Spanish is an asset.

Culture & Benefits

• 100% remote work is available to people residing and able to work in Canada.
• This is a temporary 13-month maternity leave contract, with possible extension based on organizational needs and performance; the ideal start date is mid-January 2027.
• Paid vacation, flexible paid time off, wellness days, and comprehensive health, dental, vision, and EFAP benefits are provided.
• Home office support, learning and development funding, and an annual paid day off with funds for a personal bucket-list activity are included.
• The workplace emphasizes diversity, equity, inclusion, employee development, and rewards and recognition.

Hiring process

• AI-assisted tools help review and prioritize applications, with human review involved at every stage.
• The hiring process follows Ontario’s Employment Standards Act transparency requirements for AI use.