Manager, Mid-Market Customer Success

TL;DR

Manager, Mid-Market Customer Success (SaaS/AI): Leading, coaching, and scaling a team of Customer Success Managers responsible for the full customer lifecycle, with an accent on onboarding, adoption, and renewals. Focus on building processes and playbooks, driving strong portfolio outcomes, and fostering a human-first, low-ego culture in a fast-paced startup.

Location: Remote, must be based in Canada

Company

hirify.global is an AI copilot for transactional lawyers, backed by leading investors, that helps legal teams draft, review, and negotiate contracts up to 10x faster.

What you will do

• Lead, coach, and support a growing team of Mid-Market CSMs across onboarding, adoption, and renewals.
• Conduct weekly 1:1s and bi-weekly call coaching sessions focusing on performance, strategy, and skill development.
• Drive strong portfolio outcomes and oversee renewals end-to-end, ensuring accurate forecasting and risk management.
• Partner with the Director of Customer Success to design, implement, and refine onboarding, adoption, renewal, and escalation frameworks.
• Lead significant hiring efforts and build onboarding plans for new CSMs to ensure quick productivity.
• Collaborate with Account Management, Sales, Product, and Support to deliver seamless customer experiences in a distributed environment.

Requirements

• 2–5+ years of experience managing Customer Success teams in a high-growth SaaS environment.
• Experience managing and scaling teams of 5-10+ CSMs.
• Proven success driving renewals, retention, and adoption outcomes.
• Experience hiring, onboarding, and ramping CSMs quickly.
• Strong understanding of proactive adoption strategies and customer health management.
• Exceptional coach and people leader who invests in team growth, organized, data-driven, and comfortable with forecasting.
• Clear communicator who thrives in a fast-paced, remote-first environment.

Culture & Benefits

• Embrace autonomy and accountability in a flexible work environment focused on outcomes.
• Company-paid group benefits for you and your family, including mental health support.
• Generous time off policies, including holiday closure.
• Monthly paid meals and an annual wellness allowance.
• Competitive stock option grants as an early employee.
• Inclusive and supportive candidate experience with commitment to equal treatment.

Hiring process

• Interview process involves evaluation by hirify.global team members.
• AI tools are used to support administrative tasks like drafting job descriptions and generating interview questions, but human judgment makes selection decisions.