Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing a portfolio of B2B customers to drive adoption, value realization, and long-term success with an accent on strategic account planning and executive-level communication. Focus on translating product usage data into actionable insights, fostering strong stakeholder relationships, and contributing to scaled digital success motions.

Location: Must be based in Canada (Remote)

Salary: $75,000 - $90,000

Company

hirify.global provides intelligent branch solutions, including appointment scheduling and queue management, for leading financial institutions across North America.

What you will do

• Own a mixed portfolio of named customer accounts, guiding them from post-implementation through renewal and growth.
• Build and maintain strong relationships with key executive stakeholders to understand their business goals and success metrics.
• Lead strategic business reviews and success planning sessions to demonstrate ROI and business impact.
• Analyze customer health, usage trends, and feedback to identify risks and proactively drive adoption.
• Collaborate with internal teams including Sales, Product, and Support to ensure a seamless customer experience.
• Contribute to scaled digital success programs, including webinars and lifecycle outreach, while exploring AI tools to enhance customer outcomes.

Requirements

• 3-5 years of experience in Customer Success, Account Management, or SaaS consulting.
• Must be based in Canada with the ability to travel to customer sites or company events as needed.
• Proven track record of managing B2B portfolios and driving retention.
• Strong data-informed decision-making skills and ability to present to executive stakeholders.
• Experience with CRM and customer success platforms like Salesforce or Catalyst.
• Consultative mindset with a focus on understanding complex workflow-based software.

Nice to have

• Experience in financial services or fintech industries.
• Familiarity with operational tools such as Jira, Zendesk, or Looker.

Culture & Benefits

• Competitive salary with annual performance-based reviews.
• Comprehensive health, dental, and disability benefits starting from day one.
• Flexible work environment with "Cabana Days" for recharging.
• Annual wellness benefit of $1000 and virtual mental health support.
• WealthSimple GRSP matching and internet subsidy.
• Employee stock options and a culture focused on diversity, equity, and inclusion.