Director, Customer Success Managers

Location: Ontario, Canada (remote-first)

Annual gross fixed pay: CAD 140,000–175,000, plus variable compensation tied to book gross retention and NRR.

Company

hirify.global provides a SaaS-based global employment platform that helps organizations build and manage teams in more than 180 countries without establishing local entities.

What you will do

• Lead, hire, and coach Managers of Customer Success and Customer Success Managers across the Americas, EMEA, and APAC.
• Own gross retention and Net Retention Rate across named accounts and accounts valued above $75K.
• Design and manage tiered account coverage models, annual book re-tiering, and standardized CSM playbooks.
• Oversee portfolio renewals and transition legacy evergreen agreements to standard contractual terms.
• Run risk and churn reviews, maintain health signals, and coordinate remediation plans for at-risk accounts.
• Partner with Account Management, Operations, Finance, Product, and CS Operations while reporting retention, NRR, and portfolio risk to executive leadership.

Requirements

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
• 5+ years of experience leading and managing people managers.
• Proven success protecting and expanding a large customer book and delivering measurable gains in gross retention and NRR.
• Experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable Customer Success operating frameworks.
• Strong executive presence with enterprise customers and executive leadership.
• Fluency with Salesforce and customer health data platforms or telemetry.

Nice to have

• Experience in Employer of Record, HR tech, payroll, or global expansion industries.

Culture & Benefits

• Remote-first environment with distributed global teams and flexible work resources.
• Paid parental leave and flexible time off.
• Medical, dental, and vision insurance plus spending accounts.
• Sabbatical available after five years.
• Full-time regular employees receive commission for sales roles or an annual bonus for non-sales roles, subject to applicable performance factors.