Customer Success Manager (FinTech)

TL;DR

Customer Success Manager (FinTech): Building and maintaining strong customer relationships for a finance automation platform with an accent on driving product adoption, retention, and expansion. Focus on proactive account management, identifying upsell opportunities, and ensuring customer satisfaction with high-profile clients.

Location: Hybrid in Toronto, Ontario, Canada (required to be in office Monday, Tuesday, and Thursday)

Salary: $82,000–$95,000 USD (base pay)

Company

hirify.global is an AI-powered platform for finance automation, empowering finance teams globally to scale faster and smarter by removing complexities of global business.

What you will do

• Develop and maintain strong relationships with a portfolio of clients after implementation, driving full adoption and expansion.
• Become an expert in hirify.global products and services, sharing best practices and acting as a consultant to customers.
• Drive brand loyalty, customer satisfaction, and advocacy.
• Own customer accounts, monitor for improvements, proactively address issues, and act as a point of escalation.
• Uncover growth opportunities through upsells and cross-sells, focusing on net dollar retention and churn prevention.
• Collaborate with internal teams (Sales, Product, Marketing) to action on feedback and drive adoption.

Requirements

• 3+ years of customer success experience, preferably in SaaS or FinTech/payments.
• Experience with working within a per usage/consumption based pricing model.
• Strong understanding of the FinTech industry and hirify.global's products/services.
• Exceptional communication and interpersonal skills, highly organized.
• Ability to build compelling value-driven client presentations and gather complex requirements.
• Ability to engage with all levels of an organization from the CEO, CFO, Accountant, etc.

Nice to have

• ERP experience, ChurnZero, Zendesk, Salesforce, Jira, or analytic reporting experience.
• Previous Project Management role or skills.
• CPA/Accounting experience.

Culture & Benefits

• Hybrid working model with office presence required three days a week.
• Competitive salary and stock options, matching RRSP.
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD, maternity/paternity/fertility benefits.
• 15 days of PTO, subsidized lunch on office days, fresh fruit, snacks & drinks in office.
• Phone/internet allowance, regular company-wide social events, multiple ERG groups.

Hiring process

• AI may be used for screening and assessment, with a right to human review for automated decisions.
• Refer to the Job Candidate Privacy Notice for privacy practices during the recruitment process.