Client Experience Manager (SaaS)

TL;DR

Client Experience Manager (SaaS): Managing the end-to-end client journey for enterprise webcasting and investor relations services with an accent on product adoption, retention, and NRR. Focus on reducing churn, advocating for client needs internally, and driving value through strategic account management.

Location: Hybrid in Toronto, ON, Canada (Office days: Tuesday, Wednesday, Thursday)

Salary: $70,000 - $75,000 CAD annually

Company

hirify.global is a global leader in enterprise webcasting and investor relations content distribution, providing tools for brands to amplify their stories globally.

What you will do

• Manage the full customer journey including onboarding, services, product adoption, and needs assessment.
• Act as the primary liaison between the client and hirify.global to ensure the value proposition is realized and drive solution adoption.
• Develop and execute strategies to reduce client churn and increase Net Revenue Retention (NRR).
• Analyze client data and usage trends to generate health reports and identify expansion opportunities.
• Advocate for client interests cross-functionally with sales, operations, legal, and finance teams.
• Evaluate and redesign customer journey workflows to improve satisfaction and recommendation rates.

Requirements

• Bachelor's degree in Business Administration, Communication, Project Management, or a related field.
• Minimum 3 years experience in customer service, account management, or customer success roles.
• Must be based in Toronto to support the required hybrid office schedule.
• Strong ability to manage client expectations and provide appropriate solutions.
• Proficiency in Microsoft Office 365 and experience working with CRM systems.
• Excellent written and verbal communication skills for interacting with clients at all levels.

Culture & Benefits

• Hybrid work schedule with flexibility to work from home on Mondays and Fridays.
• Opportunity to work with award-winning technology recognized by G2, Stevie, and Titan Business Awards.
• Inclusive and authentic workplace culture dedicated to diversity.