Enterprise Customer Success Manager

TL;DR

Enterprise Customer Success Manager (SaaS/Hospitality): Own strategic relationships with mid-market customers as trusted advisor, drive retention and NDR through upsell, cross-sell, and expansion. Focus on developing success plans, conducting executive business reviews, monitoring health signals, and mitigating churn risks.

Location: Canada

Company

hirify.global is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations with integrations to Airbnb, Vrbo, Booking.com, Expedia, and more.

What you will do

• Serve as primary point of contact for enterprise customers, building executive-level relationships.
• Proactively manage account health to drive retention and high gross retention rates.
• Identify upsell, cross-sell, and expansion opportunities to increase net dollar retention.
• Develop and execute success plans to boost product adoption and business outcomes.
• Conduct regular executive business reviews to align on goals and demonstrate ROI.
• Advocate for customer needs across product, support, sales, and marketing teams.

Requirements

• 5+ years in Customer Success, Account Management, or related, preferably enterprise SaaS
• Proven track record managing high-value accounts and driving revenue growth
• Strong commercial acumen with upselling and contract negotiation experience
• Excellent executive presence and communication skills
• Data-driven mindset to translate insights into action
• Experience in cross-functional, fast-paced environments

Nice to have

• Experience in hospitality and property management tech

Culture & Benefits

• Dynamic, global, impact-driven environment with 900+ team members across 16 countries.
• Equal opportunity employer providing opportunities regardless of protected characteristics.