Product Success Specialist (Virtual Agents)

TL;DR

Product Success Specialist (Virtual Agents): Own the end-to-end post-sale journey for Virtual Agents customers, from onboarding and activation to adoption, retention, and optimization with an accent on measurable ROI from Voice Agent. Focus on driving high-quality usage through data-driven risk detection, troubleshooting configuration issues, and translating real customer friction into actionable product feedback.

Location: Remote (Canada, Ontario)

Salary: $65,300–$97,900 CAD

Company

hirify.global builds Virtual Agents for the trades and helps customers realize measurable value from AI-driven voice automation.

What you will do

• Own end-to-end onboarding for new Virtual Agent customers, including optimization and active usage.
• Run tailored product demos using each customer’s data and workflows to demonstrate concrete value.
• Drive continued adoption by tracking usage metrics, addressing drop-off, and leading optimization sessions.
• Manage retention and customer health by translating business drivers and pain points into personalized plans.
• Provide first-level technical support: answer configuration questions, troubleshoot booking failures, and triage issues via escalation paths.
• Act as the voice of the customer by feeding usage patterns and friction points into Product, and collaborate with GTM/marketing/implementation on onboarding playbooks and campaigns.

Requirements

• 2–4 years of experience in customer success, account management, implementation, or solutions engineering in a SaaS or technical product environment.
• Proven ability to own the post-sale relationship: activation, adoption, retention, and renewal.
• Comfort with technical work, including configuration and troubleshooting.
• Strong communication skills to simplify complex concepts for customers of all technical levels.
• Data-driven mindset using adoption metrics and account trends to prioritize and identify risk.
• Self-starter who can operate in a fast-moving, ambiguous environment with minimal hand-holding.

Culture & Benefits

• Flexible time off and support for autonomous work, including onboarding and leadership training.
• Company-paid medical, dental, and vision benefits, plus RSP match and an employee assistance program.
• Support for life stages, including parental leave and adoption reimbursement (up to $20k).
• Bonusly and peer-nominated awards to recognize great work.
• Equal opportunity employer with accommodations available during the selection process.