Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a high-volume portfolio of over 300 accounts with an accent on digital-first engagement, proactive outreach, and data-driven health monitoring. Focus on leveraging automation and CRM tools to drive product adoption, renewal, and customer health across the grants management product line.

Location: Must be based in or able to commute to Oakville, ON (Hybrid: 3 days/week in office)

Salary: $66,000 - $82,500

Company

hirify.global is a leading provider of cloud-based software for the public sector, helping government organizations streamline procurement, budgeting, and grants management.

What you will do

• Own the health and success of a portfolio of 300+ accounts.
• Monitor customer health signals using Totango and Salesforce to identify risks and expansion opportunities.
• Design and execute multi-touch digital engagement campaigns to drive product adoption.
• Triage and resolve customer inquiries efficiently using automation and knowledge base resources.
• Escalate complex technical or relationship issues to internal teams with clear context.
• Maintain accurate customer data and contribute to the refinement of scalable success playbooks.

Requirements

• 2+ years of experience in Customer Success or Account Management, ideally in a SaaS environment.
• Experience managing a large book of business (200+ accounts) using a tech-touch model.
• Strong data literacy with experience working in CRM and CS platforms.
• Excellent written communication skills for crafting customer-facing content.
• Highly organized with the ability to manage competing priorities.
• Curiosity about AI tools and enthusiasm for using them to improve efficiency.

Nice to have

• Experience with Totango or Salesforce.
• Background in public sector or government technology.

Culture & Benefits

• Competitive wages with an honest 40-hour work week.
• Flexible workday arrangements tailored to role requirements.
• Wellness days providing extra time off around long weekends.
• Comprehensive health and dental benefits.
• Active culture and community engagement committees.