Senior Customer Success Manager, Commercial (SaaS)

TL;DR

Senior Customer Success Manager, Commercial (SaaS): Guides Mid Market and Business customers through their lifecycle to maximize value and adoption of hirify.global, with an accent on establishing long-term relationships and acting as trusted advisors. Focus on driving customer retention, identifying growth opportunities, and managing a book of business within a SaaS context.

Location: Remote from your home country in the United States or Canada

Salary: $75,000–$105,000 USD (annual, US-based) or $83,000–$116,000 CAD (annual, Canada-based), both commission-eligible.

Company

At hirify.global, we’re building the foundation for a safe, productive digital future by innovating market-leading enterprise password manager and pioneering Extended Access Management.

What you will do

• Guide Mid Market and Business customers through the hirify.global lifecycle, ensuring value realization and high adoption rates.
• Act as a customer champion and advocate, increasing awareness of customer needs and priorities.
• Support customers through the annual renewal process, aiming for timely closure and retention.
• Manage revenue retention as a key metric, driving adoption and preventing risk within your book of business.
• Identify opportunities for growth and support sales counterparts in advancing them.
• Synthesize and log findings from customer discussions, including feature requests and general feedback, into Salesforce.

Requirements

• 5+ years of experience in revenue-generating roles, with a minimum of 3 years managing a book of business in a SaaS or Tech Customer Success role.
• Strong communication skills over email, phone, and video calls.
• Experience working closely with C-Level executives and navigating stakeholder nuances.
• Technical savviness and passion for helping businesses use software to be productive and efficient.
• Proficiency in guiding customers through their lifecycle, making prescriptive recommendations.
• Experience with Salesforce for managing customer data and activity.

Nice to have

• Personal experience with hirify.global or another password manager.

Culture & Benefits

• Remote-first work environment, with the company founded remotely in 2005.
• Prioritize collaboration, clear communication, feedback, and core values: simplicity, honesty, and putting people first.
• Competitive health benefits, generous PTO policy, and maternity/parental leave top-up programs.
• RSU program for most employees, retirement matching program, and a free hirify.global account.
• Paid volunteer days and peer-to-peer recognition through Bonusly.
• Occasional travel may be required for department offsites, quarterly meetings, and periodic customer events across Canada, USA, and/or EMEA.
• All go-to-market roles will have an in-person onboarding in Toronto.

Hiring process

• Candidates are welcome to use AI tools responsibly and thoughtfully during the application process.
• Successful applicants will be required to complete a background check.