Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of mid-market accounts to ensure adoption and retention with an accent on onboarding and expansion. Focus on driving product engagement, mitigating churn through data analysis, and supporting upsell/cross-sell opportunities.

Location: Hybrid (Toronto, Canada), requiring office attendance 3x per week

Salary: $60,000 - $80,000 CAD (Base) + variable compensation

Company

hirify.global is a SaaS platform that helps businesses transform employee engagement through internal communication tools and analytics.

What you will do

• Own and manage a portfolio of mid-market accounts to ensure strong adoption and satisfaction.
• Onboard new customers by providing training on platform best practices.
• Drive retention and identify expansion opportunities to increase customer value.
• Collaborate with Sales, Product, and Support to deliver a seamless customer journey.
• Conduct business reviews and provide strategic recommendations for product usage.
• Utilize customer data and feedback to identify risks and mitigate churn.

Requirements

• 2+ years of experience in a customer relationship management role, preferably in B2B SaaS.
• Proven track record of meeting retention targets and driving growth revenue.
• Native or professional fluency in Spanish and English is required.
• Experience delivering software training in a clear and digestible manner.
• Strong project management and organizational skills.
• Must be based in Toronto to support a hybrid work model (3 days/week in office).

Culture & Benefits

• 100% employer-paid benefits and a Health Spending Account from day one.
• Stock option plan and RRSP Group Savings Plan.
• Generous vacation package, plus personal and volunteering days.
• Personal development budget to support continuous learning.
• Flexibility to work from anywhere in the world for up to 4 weeks per year.
• Modern downtown Toronto office fully stocked with snacks.