Lead - Customer Success (Top-Tier Accounts) (CX)

TL;DR

Lead - Customer Success (CX): Managing and growing some of hirify.global’ largest accounts by driving product adoption, retention, and account growth across a portfolio of customers with an accent on Helpdesk, Chat, AI, and Telephony. Focus on delivering tailored recommendations based on customer maturity and industry best practices to help customers realize measurable value, minimize churn risk, and identify strategic expansion opportunities in collaboration with Sales.

Location: This role is based in the Toronto Area

Salary: $155,000-$204,000 CAD Base Salary + Variable Compensation (where applicable)

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences.

What you will do

• Build and nurture relationships with Mid-Market and Enterprise customers by aligning hirify.global solutions to their strategic goals and EX vision.
• Create and manage detailed success plans tied to customer business objectives, key milestones, and desired outcomes to ensure consistent engagement and value realization.
• Lead strategic conversations using benchmarks, best practices, and maturity assessments to guide customers toward their future-state goals.
• Act as the primary point of contact for success-related initiatives, managing escalations with urgency and coordinating across teams to ensure resolution.
• Partner with Sales to drive account expansion by uncovering new teams, geographies, or product opportunities in alignment with customer growth plans.
• Represent the voice of the customer within hirify.global, sharing actionable insights with Product, Engineering, Support, and Marketing to influence product evolution and customer-centric decisions.

Requirements

• 5-7 years of experience in managing Mid-Market and/or Enterprise-level accounts
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required
• Functional domain/technical knowledge of EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
• Bachelor’s Degree or equivalent career experience.

Culture & Benefits

• hirify.global offers multiple options for dental, medical, vision, disability and life insurances.
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
• hirify.global also offers adoption and parental leave benefits.
• Environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.