Customer Experience Lead (Fintech)

TL;DR

Customer Experience Lead (Fintech): Designing and scaling the customer journey for an AI-powered bookkeeping platform with an accent on accounting workflows and process automation. Focus on building the CX playbook, improving retention through seamless onboarding, and translating customer insights into product feedback.

Location: Must be based in or be able to commute to the Toronto, Canada office

Salary: $100,000–$150,000 CAD

Company

hirify.global is an applied AI company building a self-driving bookkeeping experience, backed by major investors to automate accounting tasks for business owners.

What you will do

• Optimize annual close delivery processes to increase ARR/FTE capacity.
• Design repeatable processes across the entire customer journey from onboarding to renewal.
• Partner with Sales, Partnerships, and Engineering teams to deliver world-class customer experiences.
• Identify opportunities to improve expansion revenue and customer retention.
• Create internal knowledge bases and playbooks for working with business owners and accountants.
• Respond directly to customer inquiries with clarity and empathy.

Requirements

• 3–7+ years in SaaS Customer Success, CX Operations, or Implementation.
• Strong accounting knowledge required (CPA preferred).
• Proven track record of improving onboarding and customer retention.
• Experience as an early employee or founder at a startup.
• Exceptional writing and verbal communication skills.
• Empathy for entrepreneurs and understanding of small business needs.

Nice to have

• Advanced undergraduate or graduate business credentials (MS/MBA, CPA, EA).
• Background in consulting or advisory services.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage for you and your family.
• Life insurance and disability coverage.
• Daily office meals, snacks, and beverages.
• Generous equity participation in a high-growth startup.
• Collaborative environment focused on building the future of accounting.