Senior Customer Success Manager (SaaS)

Location: Montreal, Canada; hybrid

Company

hirify.global provides a subscription commerce platform, while the Firstbase business unit delivers infrastructure, equipment, and services for remote and hybrid work.

What you will do

• Manage a portfolio of customer accounts and build trusted relationships through regular meetings and responsive support.
• Partner with the Onboarding Team to transition customers into healthy adoption and consistent support processes.
• Lead planning sessions and quarterly business reviews to help customers achieve operational goals and address upcoming challenges.
• Own renewal discussions and partner with Account Executives on upsell opportunities to maximize retention and revenue growth.
• Collect customer feedback, escalate concerns, and advocate internally for product and service improvements.
• Develop customer success best practices and process strategies for broader team use.

Requirements

• 2–5 years of customer relationship management experience, preferably in SaaS.
• Demonstrated success managing, retaining, and growing revenue across a broad customer account portfolio.
• Superior customer service, relationship-building, analytical, and problem-solving skills.
• Experience with CRM and/or customer success tools such as HubSpot or Salesforce.
• Experience developing high-quality customer presentations and leading QBRs.
• Ability to work in a fast-paced, dynamic environment; strong execution, self-direction, and motivation to make customers successful.
• Comfort with technology and ability to self-learn the platform to become an expert.
• BA/BS degree or equivalent university-level education; relevant skills or equivalent experience may substitute for a degree.
• Flexibility to work with a distributed team across the US and Europe.
• Motivation to contribute in an early-stage startup environment and passion for hirify.global/Firstbase’s mission and the future of work.

Culture & Benefits

• Values-driven culture focused on being seen, being yourself, and doing your best work.
• Inclusive environment that welcomes diverse backgrounds, experiences, identities, and perspectives.
• Collaboration with a distributed team across the US and Europe.
• Work in the Firstbase business unit focused on enabling sustainable remote and hybrid work.