Senior Customer Success Manager, Canada (AI)

TL;DR

Senior Customer Success Manager, Canada (AI): Managing strategic customer relationships post-sale, focusing on adoption, retention, and value delivery for mid-market and enterprise accounts with an accent on leading success planning, driving engagement, and mitigating risk. Focus on resolving complex escalations, representing the customer voice, and influencing renewal and expansion outcomes.

Location: Remote (US)

Salary: $142,800–$168,000 CAD

Company

hirify.global is a product company building applied AI systems, specifically security products, to protect customers.

What you will do

• Manage strategic post-sale customer relationships, focusing on adoption, retention, and value delivery with minimal oversight.
• Lead success planning and deliver outcome-oriented QBRs/EBRs to align customer goals.
• Drive platform adoption and feature engagement through best practices, enablement, and education.
• Monitor account health using data-driven insights, proactively identify risks, and lead mitigation efforts.
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction.
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes.
• Represent the customer voice internally, providing structured feedback to Product and other teams.

Requirements

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles.
• Proven track record managing complex customer relationships, including executive-level stakeholders.
• Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes.
• Technical familiarity with internet and networking technologies.
• Proficiency in CRM and support tools such as Salesforce and Jira.
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience.

Nice to have

• Experience with security products.

Culture & Benefits

• Individual compensation packages are based on factors unique to each candidate, including their skills, experience, and qualifications.
• Roles are eligible for a bonus, restricted stock units (RSUs), and benefits.
• hirify.global is an equal opportunity employer.

Hiring process

• Conducts video interviews and validates applicant identity at various stages.
• Requires successful completion of pre-employment checks to progress to a final offer.