Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Ensuring customers achieve desired outcomes with products/services and building strong, long-lasting relationships with an accent on the health of customer relationships, experience, engagement, adoption, retention, and expansion. Focus on proactive account management, setting benchmarks, presenting business reviews, product solutions, and identifying growth opportunities through upsells and cross-sells.

Location: Hybrid in Vancouver, British Columbia, Canada, requiring in-office attendance Monday, Tuesday, and Thursday.

Salary: $82,000–$95,000 CAD annually (Base Salary Range). Expected total compensation: $90,200–$104,500 CAD annually (includes base salary plus target bonus/commission).

Company

hirify.global is one of the world’s fastest-growing fintech companies, a well-funded, late-stage startup valued at over $8.3 billion, which is an AI-powered platform automating finance to modernize payables operations.

What you will do

• Develop and maintain strong relationships with a portfolio of clients throughout their journey after implementation, assisting with full adoption and beyond.
• Become an expert in products/services, staying up-to-date with enhancements, and sharing best practices with customers as a consultant.
• Drive brand loyalty, customer satisfaction, and advocacy.
• Be the main point of contact for customers, monitoring accounts, identifying areas of improvement, proactively addressing concerns, and acting as an escalation point.
• Uncover growth opportunities through upsells and cross-sells, focusing on net dollar retention and churn prevention.
• Work closely with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing to collect, share, and act on feedback.

Requirements

• 3+ years of customer success experience, preferably in the SaaS or FinTech/payments space.
• Experience with working within a per usage/per consumption based pricing model.
• Strong understanding of the FinTech industry and products/services.
• Exceptional communication and interpersonal skills, both oral and written.
• Ability to build compelling value-driven client-facing presentations.
• Ability to gather complex requirements and work with a team to design a solution, engaging with all levels in an organization.

Nice to have

• ERP experience, accounts payable experience.
• Experience with ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tools.
• Previous Project Management role or skills.
• CPA/Accounting experience.

Culture & Benefits

• Hybrid working model requiring in-office presence Monday, Tuesday, and Thursday.
• Competitive salary and stock options with matching RRSP.
• Extended benefits, Employee Assistance Program, life insurance, AD&D, and LTD.
• Maternity, Paternity, and Fertility Treatment benefits, plus 15 days of PTO.
• Subsidized lunch on office days, fresh fruit, snacks, and drinks in the office.
• Dog-friendly office conveniently located close to transit.
• Phone/internet allowance and regular company-wide social events.
• Multiple ERG groups celebrating diversity and fostering an inclusive culture.