Customer Success Specialist (Fintech)

TL;DR

Customer Success Specialist (Fintech/SaaS): Act as primary contact for mid-market financial services clients, managing onboarding, workshops, and usage expansion with an accent on relationship building, success metrics, and advocacy. Focus on conducting business reviews, analyzing usage data, driving upsell opportunities, and ensuring smooth migrations and training.

Location: Hybrid in Toronto, ON, Canada – requires basic home office setup, high-speed internet, and ability to work without distractions during core business hours.

Salary: $64,000 - $80,000 CAD

Company

hirify.global provides financial services technology platforms as a SaaS organization.

What you will do

• Serve as primary point of contact for mid-market clients, maintaining communication to understand needs and create advocates.
• Conduct business reviews to assess satisfaction, align on goals, and identify expansion opportunities.
• Design and deliver workshops and onboarding sessions to enhance product utilization and reduce churn.
• Facilitate client migrations in partnership with Sales and Delivery teams.
• Analyze usage data for insights, drive adoption, upsell, and cross-sell.
• Advocate for clients internally, address issues, and report on success milestones.

Requirements

• Hybrid in Toronto, ON, Canada with reliable internet and home office setup.
• Bachelor’s degree or equivalent experience preferred.
• 5+ years as customer advocate driving renewal and retention.
• Experience in digital marketing or SaaS organization required; financial services technology preferred.
• Exceptional communication, relationship building, multitasking, problem-solving, and analytical skills.
• Proficiency in JIRA, Microsoft Office Suite, Salesforce, Confluence.

Nice to have

• Ability to serve as trusted business advisor.

Culture & Benefits

• Bonus eligible position with discretionary bonuses and restricted stock units.
• Medical, dental, life, vision insurance starting immediately; RRSP with company match.
• Paid parental leave, competitive vacation days.
• Flexible work arrangements with technology support for hybrid setup.
• Inclusive, collaborative environment valuing authenticity and diversity.

Hiring process

• Virtual or in-person hybrid interviews explained by recruiters.
• Background check including employment, education, credit, and Canadian criminal record verification.
• Human-reviewed process; no AI in initial screening for this role.