Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Leading and managing a team of Customer Success Managers to drive customer success initiatives and measurable outcomes across the customer lifecycle with an accent on retention, adoption, and expansion. Focus on developing customer success strategies, optimizing operational efficiency, and fostering cross-functional collaboration to enhance customer satisfaction and engagement.

Location: Remote

Salary: 115,000 - 135,000 CAD per year

Company

hirify.global is a leader in Adaptive DNS and network automation, trusted by innovative enterprises.

What you will do

• Lead and manage a team of Customer Success Managers, ensuring their performance, development, and impact across the customer lifecycle.
• Set the strategic direction for the team, ensuring consistent execution of customer success initiatives.
• Develop and execute customer success strategies aligned with company objectives, driving initiatives that enhance customer satisfaction and engagement.
• Oversee departmental operations, manage performance and resource allocation, and build a culture rooted in accountability and collaboration.
• Identify scalable process improvements, optimize operational efficiency, and monitor key performance indicators.
• Partner with Sales, Product, Support, and senior leadership to advocate for customer needs and translate feedback into actionable improvements.

Requirements

• Proven experience leading and developing Customer Success Managers within a SaaS or enterprise technology environment.
• Strong understanding of customer lifecycle strategy, retention models, and value realization.
• Experienced in KPI management and data driven decision making.
• Managed departmental resources, including budgeting and staffing, and have successfully built scalable frameworks.
• Strategic leadership mindset and enterprise level thinking.

Culture & Benefits

• Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• Lifestyle Spending Account
• Employee Recognition Program
• Comprehensive benefits encompassing health, financial well-being, and overall wellness.
• Exceptional work environment, enriching employee programs, and fostering a remarkable company culture.