Enterprise Customer Success Manager (Ecommerce)

TL;DR

Enterprise Customer Success Manager (Ecommerce): Managing a portfolio of high-value ecommerce merchants to drive product adoption and long-term value with an accent on AI-powered workflows and operational efficiency. Focus on reducing churn, conducting QBRs, and aligning platform capabilities with client business goals.

Location: Toronto, Canada

Salary: CA$110,254 – CA$121,860 + Commission & Equity

Company

hirify.global is building a unified AI agent platform for conversational commerce to help ecommerce brands create seamless, intelligent customer relationships.

What you will do

• Manage a portfolio of 70-80 ecommerce customers, building strategic relationships with key stakeholders.
• Drive adoption of core features including AI, automation, and third-party integrations.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to ensure alignment with customer goals.
• Monitor account health and implement proactive risk mitigation strategies to prevent churn.
• Develop account plans focused on increasing efficiency and maximizing platform value.
• Partner with Sales, Product, and Support teams to share customer insights and inform the product roadmap.

Requirements

• 3+ years of experience in Customer Success, Account Management, or similar roles.
• Proven experience managing multiple accounts within a SaaS environment.
• Strong communication skills and ability to run structured business conversations.
• Must be based in Toronto, Canada.
• Ability to balance high-level strategic planning with hands-on technical execution.

Nice to have

• Previous experience working with ecommerce brands or customer support operations.
• Passion for AI, automation, and the evolving landscape of customer service technology.

Culture & Benefits

• Competitive base salary with a dedicated commission structure and equity options.
• Annual L&D budget to explore and master new technologies.
• Access to premium AI tools including ChatGPT, Claude, and Granola.
• Inclusive company culture with a strong emphasis on knowledge sharing via AI demo sessions.
• Flexible and innovative work environment focused on using AI as a productivity multiplier.