Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Driving customer success and retention for the enterprise segment of an AI-powered maintenance platform with an accent on onboarding, product adoption, and relationship management. Focus on mitigating churn, performing Quarterly Business Reviews, and leveraging behavioral data to scale communication strategies.

Location: Toronto, Montreal, Raleigh, Miami, or San Francisco

Company

hirify.global is a leading AI-powered maintenance and asset management platform serving over 13,000 customers globally.

What you will do

• Build and maintain strong relationships with enterprise customers as a trusted advisor and advocate.
• Collaborate with sales and support teams to identify upsell and cross-sell opportunities.
• Lead product demonstrations, training sessions, and webinars to ensure effective onboarding.
• Monitor product usage and KPIs, conducting Quarterly Business Reviews (QBRs) with leadership.
• Proactively identify lagging facilities within organizations to mitigate churn and improve adoption.
• Utilize behavioral data to segment accounts and develop high-impact communication strategies.

Requirements

• 5+ years of experience in Customer Success within B2B SaaS managing Enterprise accounts.
• 5+ years of experience in customer-facing roles, preferably in software.
• Experience managing complex enterprise accounts with multiple stakeholders and long implementation cycles.
• Proven track record of driving customer retention and success.
• Strong analytical mindset with the ability to use data for decision-making.
• Excellent interpersonal and communication skills.

Culture & Benefits

• Competitive salary and meaningful equity opportunities.
• Comprehensive healthcare, dental, and vision coverage.
• 401(k) and RRSP enrollment programs.
• Flexible "Take what you need" PTO policy.
• Meritocratic work culture based on the "Smart Humble Optimist" values.