Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a strategic portfolio of enterprise accounts for a knowledge management solution with an accent on revenue retention and customer adoption. Focus on driving long-term partnerships, negotiating contract renewals, and mitigating customer health risks.

Location: Remote (Must be based in Canada). Strong preference for candidates located in Eastern Timezone.

Salary: $110,000–$120,000

Company

hirify.global is a leader in cloud-based tools for digital transformation.

What you will do

• Manage 10-20 enterprise accounts to achieve renewal targets and long-term account growth.
• Own the end-to-end customer relationship to ensure satisfaction, renewal, and expansion.
• Define and execute success plans for maturing and expanding customer accounts.
• Collaborate with Sales, Product, Engineering, and Professional Services to evolve the customer experience.
• Manage customer subscription renewals, including proposal development and commercial negotiations.
• Identify growth opportunities and drive expansion within the existing customer portfolio.

Requirements

• Bachelor’s Degree in Business, Technology, or a related field.
• 7+ years of experience in client-facing roles for technology companies.
• 5+ years of experience in a SaaS/Cloud product company.
• 7+ years of experience in enterprise solution delivery.
• Proven experience as a commercially focused Customer Success Manager or Account Manager.
• Must be based in Canada.

Nice to have

• Knowledge Management software or industry experience.
• Familiarity with AI-powered support and knowledge tools.
• Experience with Salesforce CRM.
• Strong commercial acumen.

Culture & Benefits

• Operating model that fully supports and prioritizes remote work.
• Global culture of growth and possibility.
• Opportunity to scale quickly within a strategic portfolio.
• Clear progression opportunities into broader team leadership roles.
• Commitment to equal employment opportunity and diversity.