Customer Success Manager (SaaS)

Location: Toronto, Ontario, Canada; hybrid work with in-office attendance two times per week

Base salary: $90,000–$110,000 per year

Company

hirify.global is a high-growth SaaS company within Kroll, providing a no-code platform that helps organizations manage risks and make informed decisions.

What you will do

• Manage a portfolio of customers and build an understanding of their priorities, stakeholders, expectations, and desired outcomes.
• Create customer success plans, agree milestones and evidence of value, and lead business reviews.
• Monitor customer health, adoption gaps, stakeholder changes, unresolved issues, and renewal readiness using Salesforce.
• Coordinate recovery plans, customer communications, and internal follow-through to support retention.
• Identify qualified expansion opportunities, investigate customer needs and potential value, and provide useful handoffs to Account Managers.
• Represent customer feedback internally and partner with Marketing on references, success stories, and customer programs.

Requirements

• 2–5 years of relevant SaaS experience, ideally in customer success or solution delivery.
• Experience helping customers adopt software, achieve business goals, and navigate relationship-impacting challenges.
• Confidence using customer data and CRM tools to manage a portfolio and prepare for meaningful customer conversations.

Nice to have

• Experience in Security and Investigations or GRC.

Culture & Benefits

• Hybrid work model with regular in-office collaboration, team socials, games, snacks, beverages, group lunches, and karaoke.
• Health, dental, and vision benefits fully paid from day one.
• Open vacation policy; employees typically take three to four weeks off per year.
• Professional development support including an external learning budget, workshops, e-learning, career development opportunities, and a coaching program for managers.
• RRSP matching at 100% of contributions up to 2.5%.
• Parental leave with 100% pay for 15 weeks for new parents and five additional weeks of pregnancy leave for birth mothers.

Hiring process

• Apply through the provided process link. Accommodation is available during recruitment upon request.