Senior Customer Success Manager (EN + ES Language)

TL;DR

Senior Customer Success Manager (EN + ES): Own adoption, renewals, and expansion for AI-powered business communication platform with an accent on customer health monitoring and strategic account management. Focus on guiding clients through best practices, leveraging analytics tools like Velaris, and collaborating with sales and product teams to drive retention and innovation.

Toronto | Hybrid, 3+ days in-office

Company

Global SaaS scale-up backed by $28M Series B investment, powering communication for 4,000+ sales and support teams worldwide, from Deel to Nokia and Revolut.

What you will do

• Own customer success, renewals, and expansion by ensuring maximum value extraction from hirify.global.
• Act as trusted product expert, guiding clients on best practices and advanced features in collaboration with Technical Consultants.
• Enhance customer health through usage monitoring, roadblock prevention, and retention strategies using Velaris and analytics tools.
• Collaborate closely with Sales and Product teams for seamless handoffs, customer insights sharing, and product innovation contributions.

Requirements

• Business fluency in English and Spanish
• Customer-first mindset with proven experience in Customer Success, Support, or Onboarding at a SaaS company.
• Data-driven and analytical skills, comfortable with Excel/Sheets, BI dashboards, and customer insights.
• Technical aptitude to learn and guide on software products.
• Industry knowledge in B2B SaaS, business calling software, or cloud communication tools.
• Highly commercial, strategic, and comfortable managing a dedicated book of business.

Nice to have

• Familiarity with customer tools like Zendesk, Custify, Planhat, Velaris, or HubSpot.

Culture & Benefits

• Unlimited Paid Time Off, Home Office Budget, Volunteering Days, MacBook provided.
• 1-1 Coaching, Leaders Academy, Learning and Development Budget.
• Recharge Fridays quarterly, Fitness Allowance, Private HealthCare.
• Referral bonuses, virtual & physical team buildings, company merchandise.
• Global team across Europe, US, and Asia; work with cutting-edge AI products.

Hiring process

• Intro Call with Talent Acquisition Team.
• Interview with CX leaders.
• Case Study Presentation.
• Culture Bar Raiser Call, followed by Offer.