Upmarket Customer Success Manager, Discover (eCommerce AI)

TL;DR

Upmarket Customer Success Manager, Discover (eCommerce AI): Partner with eCommerce brands to optimize performance in AI-driven discovery experiences using hirify.global Discover, with an accent on SEO/AEO audits, success frameworks, and customer outcomes. Focus on designing playbooks, leading QBRs, driving retention/expansion, and shaping product roadmap through feedback.

Toronto (Hybrid)

Base salary $110,000-130,000

Company

hirify.global leads the next era of trust and loyalty in eCommerce with AI-powered Reviews, Loyalty, and Discover solutions for over 30,000 global brands.

What you will do

• Design and scale Discover Customer Success motion, including optimization frameworks, success plans, QBR templates, and playbooks.
• Lead SEO/AEO audits using hirify.global Discover, translating AI insights into recommendations and outcomes.
• Own end-to-end customer relationships from post-onboarding to renewal, driving retention and expansion.
• Partner with Product on roadmap via customer feedback, use cases, and validation.
• Lead strategic QBRs and executive conversations aligning goals with roadmap.
• Build multi-threaded relationships and proactively manage adoption, performance, and risks.

Requirements

• 3–5+ years in Customer Success, Account Management, SEO, Growth, or Digital Strategy.
• Hands-on SEO background (agency or in-house preferred).
• Comfortable explaining AI search, LLM-driven answers, and discovery concepts to non-technical stakeholders.
• Builder mentality thriving in early-stage environments.
• Strategic advisor experienced in complex relationships and executive engagement.
• Analytical and data-driven with strong communication and presentation skills.

Culture & Benefits

• Company-sponsored RRSP matching.
• 100% coverage of additional benefits program.
• Equity in options.
• Individualized career development, rewards, and recognition.
• Wellness and philanthropic programming and events.
• Hybrid work capacity with team events, fireside chats, celebrations, and affinity groups.