Customer Success Advocate I (SaaS)

TL;DR

Customer Success Advocate I (SaaS): Managing a portfolio of enterprise accounts to ensure measurable outcomes and product adoption with an accent on relationship management and value realization. Focus on driving customer retention, conducting quarterly business reviews, and translating customer feedback into product enhancements.

Location: Ottawa, Ontario, Canada. Must be legally authorized to work in Canada and successfully obtain/maintain a Government of Canada Reliability security clearance.

Company

hirify.global is a global public safety solutions company providing intuitive tools for public safety agencies, forensic labs, and court systems to improve operational efficiency.

What you will do

• Act as the primary point of contact and trusted advisor for enterprise accounts to drive adoption and value.
• Lead standardized quarterly touchpoints and QBRs to align product capabilities with customer strategic goals.
• Analyze usage metrics, telemetry, and support tickets to identify risks, inefficiencies, or whitespace opportunities.
• Facilitate onboarding and provide post-implementation coaching to accelerate time-to-value.
• Collaborate with Product and Engineering to deliver structured Voice of Customer (VOC) feedback on feature requests.
• Lead renewal conversations and partner with Sales to identify upsell and cross-sell signals.

Requirements

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology, or a related field.
• 3–5 years of experience in customer success, preferably in a SaaS or public safety environment.
• Proven experience managing strategic enterprise relationships and driving long-term retention.
• Strong analytical mindset with the ability to interpret customer health indicators and data.
• Legal authorization to work in Canada.
• Ability to obtain and maintain a Reliability security clearance from the Government of Canada.

Culture & Benefits

• Competitive compensation aligned with role value, experience, and market data.
• Comprehensive benefits package.
• Opportunity to work on solutions that enhance community safety and transform public safety technology.
• Human-centric recruitment process with no AI used in hiring decisions.
• Commitment to equity, diversity, inclusion, and a barrier-free workplace.