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