Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading and developing a team of Customer Success Managers to drive customer value, retention, and growth with an accent on coaching, mentorship, and operational performance. Focus on managing complex escalations, optimizing customer health metrics, and collaborating cross-functionally to ensure exceptional customer experiences.

Location: Remote (Canada)

Company

hirify.global is a market leader in EHS+, providing a platform that converges people, data, and AI to prevent operational risks across environmental management, health, and safety.

What you will do

• Lead, coach, and mentor a team of CSMs to achieve business goals and professional development objectives.
• Monitor team performance against established KPIs and customer health metrics.
• Drive customer retention, adoption, and long-term partnership success throughout the lifecycle.
• Act as a senior point of escalation for complex customer concerns and risks.
• Collaborate cross-functionally with Product, Sales, and Support teams to drive customer advocacy.
• Ensure consistent execution of customer success processes and engagement strategies.

Requirements

• Previous leadership experience managing customer-facing teams in SaaS or Account Management environments.
• Strong skills in customer relationship management and conflict resolution.
• Proven ability to collaborate cross-functionally across multiple stakeholders.
• Experience managing operational performance and customer health metrics.
• Must be based in Canada.

Culture & Benefits

• Remote working environment with a one-time home office allowance and monthly internet subsidy.
• Competitive health benefits, dental plans, and retirement savings plans (RRSP, 401K).
• Annual fitness allowance and mental health support via Calm and Talkspace.
• Access to Udemy, internal training programs, and annual training allowances.
• Values-driven, performance-oriented, and growth-focused corporate culture.