Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing a portfolio of high-profile customers to ensure product adoption, retention, and expansion with an accent on relationship health and account growth. Focus on driving brand loyalty, uncovering upsell opportunities, and preventing churn through data-driven business reviews.

Location: Hybrid in Vancouver, Canada (Required to be in office Monday, Tuesday, and Thursday)

Expected Total Compensation: $95,700 - $106,700 CAD annually

Company

hirify.global is a fast-growing AI-powered fintech platform that automates global payables operations for high-velocity businesses.

What you will do

• Develop and maintain strong relationships with high-profile clients to drive full product adoption and expansion.
• Act as the primary point of contact and consultant, providing best practices and guidance on product enhancements.
• Monitor account health to proactively address issues and act as the main escalation point for resolution.
• Identify and execute growth opportunities through upsells and cross-sells to optimize net dollar retention.
• Collaborate with Sales, Product, and Marketing teams to synthesize and action customer feedback.
• Provide mentorship and coaching to support the onboarding of new team members.

Requirements

• 3+ years of customer success experience, ideally within SaaS or FinTech/payments.
• Experience working with per-usage or consumption-based pricing models.
• Must be based in Vancouver, Canada, with the ability to work onsite Monday, Tuesday, and Thursday.
• Strong understanding of the FinTech industry and payment operations.
• Exceptional communication skills with the ability to engage C-level executives (CEO, CFO).

Nice to have

• Experience with ERP systems, Gainsight, Zendesk, Salesforce, or Jira.
• Previous background in Project Management.
• CPA or professional accounting experience.

Culture & Benefits

• Hybrid working model with subsidized lunches on office days.
• Competitive salary and equity with matching RRSP.
• Comprehensive extended health benefits, life insurance, and Employee Assistance Program.
• 15 days of PTO plus maternity, paternity, and fertility treatment benefits.
• Dog-friendly office located close to transit.
• Inclusive culture with multiple ERG groups and regular company-wide social events.