Scaled Customer Success Manager

TL;DR

Scaled Customer Success Manager (Customer Support): Empower digital-first clients by building and managing scaled customer success programs to boost adoption, retention, and expansion. With an accent on data-driven insights, digital engagement strategies, and automation tools. Focus on developing scalable outreach models, simplifying product capabilities, and innovating customer success platforms.

Location: Hybrid with in-person options in Quebec, Montreal, Weert, or London and remote work available globally with possible travel for team events

Company

hirify.global is a Quebec-based AI-powered search and recommendations company specializing in personalized digital experiences across websites, e-commerce, and contact centers.

What you will do

• Analyze product usage data to identify trends and recommend improvements to increase customer satisfaction and value realization
• Simplify complex product capabilities into accessible guidance for clients at scale
• Develop and execute digital engagement strategies focusing on a one-to-many approach
• Contribute to improving scaled customer success playbooks for large customer bases
• Innovate with customer success platforms such as Gainsight and Salesforce to enhance automation and data usage

Requirements

• 3+ years experience in customer success or customer experience managing 150+ customers
• Experience building and managing scaled customer success programs in digital-first environments
• Strong communication and interpersonal skills to build trust and influence stakeholders
• Analytical skills to translate complex data into clear recommendations
• Proficiency with customer success tools like Gainsight and Salesforce

Nice to have

• Industry knowledge of self-service solutions or support centers
• Experience with customer communities or customer experience programs
• Familiarity with business intelligence tools

Culture & Benefits

• Flexible work modes: in-person, hybrid, and remote
• Collaborative, diverse, and innovative work environment
• Opportunities for continuous learning and development
• Supportive of under-represented groups and inclusive hiring practices