Senior Customer Success Manager (Fintech)

Location: Vancouver, BC, with a hybrid schedule of three days per week in the office; candidates outside commuting distance may be considered for fully remote work within Canada. Other listed location: Toronto, ON.

Salary: CA$100K–CA$130K plus commission.

Company

hirify.global provides a digital identity verification platform that helps organizations onboard customers, optimize costs, combat fraud, and verify people and businesses globally.

What you will do

• Drive net revenue retention through upsell and cross-sell opportunities across a dedicated book of business.
• Lead renewals, contract amendments, and add-ons while maximizing account value.
• Build strategic relationships with major companies across North America and engage C-suite and technical stakeholders.
• Manage multiple stakeholders and business units with different use cases.
• Analyze product performance and optimization opportunities, partnering with Sales, Marketing, Support, Product, and executive teams to represent customer needs and influence the roadmap.
• Use AI and emerging technologies to improve workflows, analyze product usage, prepare quarterly business reviews and renewal materials, verify outputs against source data, and share effective workflows with Customer Success.

Requirements

• Post-secondary degree or an equivalent combination of education and experience.
• 5+ years of experience in B2B software customer success management or a similar technology role.
• Proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, or technology.
• Experience managing multi-million-dollar customers, driving adoption, mitigating churn, and accurately forecasting revenue.
• Ability to become a trusted advisor by focusing on customer outcomes and software business value.
• Exceptional verbal, written, and presentation skills, including the ability to articulate technical product value.
• Strong business, operational, and technical aptitude with the ability to learn new technologies and transactional business models quickly.
• Experience analyzing datasets, presenting findings to customers, and owning quarterly business reviews.
• Experience with financial, compliance, or regulatory industries; CRM, ticketing, and product management tools; and Excel or BI tools.
• Working fluency with AI in account management, including repeatable workflows, output verification, shared templates or processes, and sound judgment regarding confidential customer data.

Nice to have

• Salesforce experience.

Culture & Benefits

• Full-time permanent employment with health, dental, and vision coverage, retirement plans with company match, paid time off, and parental leave.
• Annual education and training stipend equivalent to $1,000 in local currency.
• Hybrid offices with weekly lunches, social events, and location-dependent amenities including parent rooms, gyms, lounges, and adaptable workstations.
• Wellness workshops, events, and a complimentary Headspace subscription.
• Employee resource groups and an inclusive, collaborative, people-first workplace.

Hiring process

• Recruiter interview: 30 minutes.
• Hiring manager interview: 45–60 minutes, followed by a 60-minute panel, presentation, or assignment.
• Final leadership interview: 30–45 minutes.