VP, Customer Success (SaaS, AI)

TL;DR

VP, Customer Success (SaaS, AI): Leading and coaching global customer success teams to drive product adoption and customer value realization, with an accent on developing strategies for usage gap identification and customer engagement. Focus on establishing leadership, championing customer success as a valued partner, and accountable for customer retention and growth targets through high product adoption.

Location: Flexible work arrangements, with headquarters in Kitchener, Winnipeg, Vancouver, and Melbourne.

Salary: $200,000–$250,000 CAD

Company

hirify.global is a cloud company dedicated to modernizing education and building the Future of Work by providing a next-generation learning environment.

What you will do

• Lead, expand, and coach Global Customer Success teams, prioritizing OKRs for product adoption, satisfaction, and value.
• Develop frameworks and playbooks for Customer Success Managers to identify product usage gaps and run adoption initiatives.
• Ensure Customer Success Managers conduct ongoing health checks and provide expert guidance to end users and administrators.
• Create and manage customer communication plans focused on product engagement and adoption outcomes.
• Serve as the vital link between the customer, Sales, Product, Support, and Engineering, facilitating dialogue and feedback.
• Accountable for customer retention and growth targets through high levels of product and services adoption and usage depth.

Requirements

• 10+ years’ experience in a Customer Success leadership role, leading teams managing client portfolios across multiple markets and geographies.
• Experience hiring, onboarding, managing, and developing high-performing teams.
• Demonstrated ability to drive continuous improvement in adoption strategies and customer satisfaction.
• Ability to effectively communicate to stakeholders at all levels of the organization with excellent written, oral, and presentation skills.
• Acumen with Artificial Intelligence tools.
• Experience within growth-oriented SaaS companies is ideal, and with Customer Success technology (e.g., PlanHat, Gainsight) is an asset.
• Bachelor’s degree recommended (technical, business or education-related is ideal).
• Leadership experience in Customer Success is required.

Culture & Benefits

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and Growth opportunities, including tuition reimbursement of up to $4,000 CAD.
• Employee wellbeing (access to mental health services, EFAP program, financial planning).
• Retirement planning and competitive benefits package.
• Home Internet Reimbursements, Wellness Reimbursement, and Employee Recognition.