Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Developing and executing strategies to ensure customer satisfaction, retention, and growth within the public sector software domain with an accent on team leadership, churn forecasting, and cross-functional collaboration. Focus on mentoring CSMs, optimizing customer health metrics, and driving product adoption to maximize customer value.

Location: Hybrid (3 days/week in Oakville, ON office)

Compensation Range: $132,000 - $165,000

Company

hirify.global is a leading provider of purpose-built, cloud-based software helping public sector and government organizations streamline procurement, budgeting, and administration.

What you will do

• Lead and mentor a team of Customer Success Managers and Team Leads, providing coaching and professional development.
• Develop and implement success strategies to drive customer retention, expansion, and advocacy.
• Act as a trusted advisor and main point of escalation for key customers and complex issues.
• Analyze customer health metrics to proactively address risks and identify improvement opportunities.
• Collaborate with Renewals, Sales, Product, and Support teams to ensure seamless customer experiences.
• Drive product adoption through tailored engagement plans, business reviews, and customer education.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• 7+ years of experience in Customer Success or Account Management.
• 3+ years of experience in a leadership capacity.
• Proven track record of driving retention and growth in B2B or SaaS environments.
• Analytical mindset with the ability to translate data into actionable strategies.
• Must be based in or able to work hybrid in Oakville, Ontario.

Nice to have

• Experience with customer success platforms such as Totango, Salesforce, or Zendesk.
• Prior experience working with public sector and not-for-profit customers.

Culture & Benefits

• Competitive wages with an honest 40-hour work week.
• Twice-yearly wellness days for extra-long weekends.
• Flexible workday tailored to employee and role requirements.
• Comprehensive health and dental benefits.
• Engaged culture with dedicated Community Engagement and Culture committees.