Customer Success Manager (AI)

Location: Remote in Canada; candidates must be Canadian citizens or eligible to work in Canada and must complete a criminal records check upon hire.

On-target earnings: $96,769–$120,000 CAD on an 80/20 split.

Company

hirify.global provides an AI-powered cloud video security platform that converts camera and system data into real-time operational insights for restaurant, retail, and service businesses.

What you will do

• Manage monthly check-ins and engagement across a high-volume book of established customers using health signals and usage data.
• Partner with Sales to onboard customers, set expectations, and build confidence in the platform.
• Drive product adoption by guiding customers toward relevant features and best practices.
• Protect retention, identify churn risks, and find expansion opportunities.
• Handle escalations with Support, Product, and other teams, and support technical pre-sales conversations.
• Build scalable playbooks, templates, webinars, guides, and email programs for the customer segment.

Requirements

• 4+ years of experience managing customer accounts in a SaaS environment, ideally with a high-volume or scaled book.
• Strong written and verbal communication, including the ability to explain technical topics simply.
• Consultative approach linking customer outcomes to revenue growth and advocating for customers.
• Comfort reviewing data and prioritizing focus across a book of approximately 100 accounts.
• Technical curiosity, rapid learning ability, and willingness to become an expert in the product.
• Ability to independently own initiatives, investigate root causes, recommend solutions, resolve blockers, prioritize work by business impact, communicate risks, apply feedback, and informally mentor junior colleagues.
• Must be a Canadian citizen, including dual citizens, or eligible to work in Canada; must comply with hirify.global security policies and standards.

Nice to have

• Experience with video surveillance or security camera systems.
• Hands-on experience in restaurant, hospitality, retail, and/or regulated environments.
• Fluency in French and/or Spanish.

Culture & Benefits

• Permanent, full-time employment with flexibility in how and where work gets done where the role allows.
• Meaningful equity for every full-time, permanent employee.
• Fully paid health and dental benefits with no waiting period, plus a $500 health spending account.
• Monthly reimbursement for fitness, wellness, or mental health programs.
• Culture focused on urgency, quality, teamwork, trust, clear expectations, and candid feedback.
• Opportunities for advancement based on contribution and initiative, with ongoing social and learning activities.

Hiring process

• Introductory call with the Talent Team, followed by an interview with the Hiring Manager.
• Role-relevant task or case may apply, followed by final cross-functional interviews and reference checks.
• Submit a resume and short cover letter explaining what excites you about the role and how you would help hirify.global move forward.