Senior Customer Success Manager (Fintech)

TL;DR

Senior Customer Success Manager (Fintech): Managing high-tier client relationships to drive adoption, retention, and expansion of an AI-powered finance automation platform with an accent on strategic partnership and revenue growth. Focus on resolving complex issues, navigating contract negotiations, and mentoring team members to ensure long-term customer success.

Location: Hybrid in Vancouver, Canada (Office attendance required Monday, Tuesday, and Thursday)

Compensation: $115,200 - $144,000 CAD annually (Total Compensation)

Company

hirify.global is an AI-powered finance automation platform that helps mid-market businesses scale by removing global business complexities across accounts payable, payouts, and tax compliance.

What you will do

• Build and manage strong relationships with a portfolio of 45+ clients to guide adoption and expansion.
• Act as a trusted strategic advisor, sharing best practices and driving the use of hirify.global’s solutions.
• Serve as the primary point of escalation, ensuring timely resolution of complex issues.
• Drive customer outcomes including retention, advocacy, and net dollar retention while identifying upsell opportunities.
• Collaborate cross-functionally using customer feedback and data to improve the overall customer experience.
• Mentor and coach team members to strengthen the broader Customer Success team.

Requirements

• 5+ years of relevant experience in customer success or account management.
• Strong preference for experience in the Fintech space.
• Proven ability to network and build relationships with senior executives (CEO, CFO).
• Excellent oral and written communication and interpersonal skills.
• Must be based in Vancouver to adhere to the hybrid office schedule.

Nice to have

• Experience with ERP systems, Gainsight, Zendesk, Salesforce, or Jira.
• Background in analytic reporting or CSM tool administration.
• Previous experience in a Project Management role.

Culture & Benefits

• Hybrid work model with subsidized lunch on office days.
• Competitive salary, stock options, and matching RRSP.
• Comprehensive benefits including extended health, life insurance, and fertility treatment.
• 15 days of PTO and phone/internet allowance.
• Dog-friendly office located close to transit.
• Inclusive culture with diverse ERG groups and regular company-wide social events.