TL;DR

Manager, Customer Success: Leading, coaching, and inspiring a high-performing team of CSMs to guide customers toward impactful business outcomes, with an accent on operational excellence, team capability development, and cross-functional partnerships. Focus on accelerating time-to-value, strengthening adoption, uncovering expansion opportunities, and reporting team performance through data insights.

Location: This role offers remote, hybrid, or in-person work options. Remote candidates are hired from all over the world. For hybrid and in-person modes, offices are located in Quebec City, Montreal (Canada), London (UK), and Weert (Netherlands). Hybrid roles require two in-office days per week.

Company

%hirify_global% is a Quebec-based company, a pioneer in AI-powered search and recommendations, transforming digital experiences with unified content, behavioral data, and machine learning.

What you will do

Guide your team of CSMs with personalized coaching, development, and a culture of accountability.
Join CSMs in customer meetings, including cadence calls, strategic checkpoints, and QBRs, to ensure quality and a unified customer experience.
Use customer health scores, data insights, and CS tooling to accelerate time-to-value, strengthen adoption, and uncover expansion opportunities.
Monitor dashboards and key metrics to track team performance and prepare leadership-ready reports.
Identify, evaluate, and introduce new tools, processes, and best practices to improve team efficiency and scalability.
Collaborate closely with cross-functional partners including Professional Services, Account Management, Sales, Product, and Support.

Requirements

Data-driven, autonomous, and motivated by team achievement rather than individual wins.
Compelling storyteller with the ability to turn data and complex insights into clear, actionable narratives.
Proven credibility from hands-on experience as a CSM, including direct success with enterprise SaaS customers.
Consistently operate with a growth mindset, welcome feedback, and role-model %hirify_global%’s values every day.
Inspire trust and action through clear, assertive, and empathetic communication.
Collaborate fluently with both technical and non-technical audiences, and champion CS initiatives.
8+ years of full-cycle SaaS customer adoption experience.
3+ years leading CSMs, including direct management of enterprise accounts.

Culture & Benefits

Join a team of passionate people with an innovative mindset who constantly push the envelope.
Enjoy learning with the best, the empowerment of working on a complex product, and trust from leadership.
Benefit from endless development opportunities, working on challenging problems and developing cutting-edge skills.
Be part of a collaborative, diverse, and trusting place to work filled with amazingly talented and passionate people.
Remote benefits enable you to work comfortably from home, with potential travel for in-person team-building events.

Hiring process

Employment is contingent upon the successful completion of a background check.