Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Driving customer value realization, renewals, and expansions for AI-powered financial risk intelligence platform with an accent on strategic account planning, workflow optimization, and cross-functional collaboration. Focus on assessing customer health risks, operationalizing workflows with process engineers, and leveraging CS metrics like GRR, NRR, and NPS to ensure long-term success.

Location: Remote (Canada, EST); authorization to work in Canada required; up to 25% travel (Canada, US, UK, EU)

Salary: CAD 120,000–140,000

Company

hirify.global is the global leader in AI-powered financial risk intelligence, analyzing over 120 billion transactions with hirify.global AI platform.

What you will do

• Drive customer value by understanding business needs, delivering outcomes, and ensuring renewals/expansions.
• Act as product expert: train users, advise on best practices, introduce features, and facilitate product-customer collaboration.
• Optimize workflows and processes with Forward Deployed Process Engineers to boost adoption and remove bottlenecks.
• Monitor customer health across risks like low usage or competitive threats, developing mitigation plans.
• Manage full customer journey: partner with Implementation team, collaborate cross-functionally for exceptional experience.
• Leverage CS metrics for strategic decisions; relay product feedback; identify expansion opportunities.
• Own and drive Customer Success initiatives, building tools and processes for team scaling.

Requirements

• Authorization to work in Canada
• 5+ years SaaS Customer Success Manager experience in FinTech, ERP implementation, risk advisory, or financial/accounting roles
• Bachelor's in Accounting/Finance/Business or equivalent; CPA or equivalent strongly preferred
• Deep knowledge of financial processes (Order to Cash, Record to Report), ledgers, ERPs (SAP, Oracle, Workday)
• Proven strategic account planning, change management with technical stakeholders, C-suite communication
• Strong technical aptitude for complex software systems

Nice to have

• Business proficiency in French

Culture & Benefits

• Flexible work: hybrid or remote
• Comprehensive health benefits, wellness programs, company-matched retirement plans
• Flexible time off, 4 annual digital detox days
• Professional development opportunities, equity
• Values: Innovation, Collaboration, Integrity; vibrant community culture