Digital Customer Success Partner (SaaS)

TL;DR

Digital Customer Success Partner (SaaS): Supporting clients in their digital training strategy through the hirify.global platform with an accent on contract renewals and business impact. Focus on managing a large book of SMB clients, reducing churn, and developing one-to-many communication processes.

Location: Remote (Canada)

Company

hirify.global is a collaborative LMS provider that enables companies to upskill employees by turning internal experts into champions for growth.

What you will do

• Manage the setup and support for North American clients during the launch of the collaborative learning software.
• Coordinate technical and educational resources to ensure contract renewals and business impact alignment.
• Develop one-to-many processes, reporting, and communication strategies for a large book of business.
• Identify and document customer use-cases and build trust-based relationships with top management teams.
• Collaborate with Account Managers to identify growth opportunities and implement action plans to reduce churn.
• Analyze client KPIs to ensure the solution's impact is in line with business objectives.

Requirements

• 1-1.5 years of experience in a Customer Success position, ideally within the SaaS industry.
• Experience managing a large book of business consisting mostly of SMB clients (100+ clients).
• Must be based in Canada.
• Ability to express ideas through data in a clear and concise manner, both in writing and orally.
• Strong interest in the digital industry, specifically education and e-learning.

Culture & Benefits

• Compensation package including base salary, variable incentive pay, and company equity.
• Comprehensive health insurance starting from the first day and RRSP contribution matching.
• Unlimited annual PTO and 5 days of sick leave.
• Remote-first organization promoting flexible work hours.
• Commitment to diversity and inclusion with 6 active Employee Resource Groups (ERGs).

Hiring process

• Phone screen with the Talent Acquisition Manager.
• Discovery interview with the Director of Customer Success.
• Case study with CS Team Leadership.
• Clarification meeting and Culture interview.
• References and offer.