Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading and developing a high-performing Customer Success Management team to drive retention and long-term customer value with an accent on coaching and cross-functional alignment. Focus on optimizing retention metrics, managing executive-level escalations, and translating technical product complexity into customer-centric value.

Location: Remote, Canada

Company

hirify.global is an intelligence layer that unifies enterprise knowledge, content, and data to drive outcomes across customer experience and productivity using AI and agent-driven operating models.

What you will do

• Lead and develop a team of 4 Customer Success Managers, ensuring alignment with retention and expansion metrics.
• Drive a high-performance culture through consistent coaching, structured feedback, and best practice development.
• Act as the primary escalation point for complex customer portfolios, handling executive-level negotiations and objections.
• Own weekly forecasting and reporting on retention, risk, and growth opportunities for the Senior Director of Customer Success.
• Collaborate cross-functionally with Sales, Product, Engineering, and Marketing to align on customer needs and outcomes.
• Lead recruitment efforts to scale the Customer Success team as required.

Requirements

• Proven experience leading and coaching high-performing Customer Success teams.
• Ability to navigate complex customer situations and maintain a strong executive presence.
• Strong skills in forecasting and reporting for retention and growth.
• Must be based in Canada.

Culture & Benefits

• Remote-first operating model supporting flexibility.
• Global culture focused on growth and possibility.
• Opportunity to work within a Nasdaq-listed product company.