Customer Success Specialist (Hybrid)

TL;DR

Customer Success Specialist (Hybrid): Building and scaling customer relationships for small enterprise and mid-market clients by driving onboarding, migrations, workshops, and adoption across a product suite with an accent on success metrics, churn reduction, and usage analytics. Focus on partnering with Sales and Delivery to ensure smooth transitions, delivering training for compliance users, and advocating for product improvements based on customer needs.

Location: Toronto, ON

Salary: $64,000 - $80,000 CAD

Company

hirify.global provides technology and services for financial services and enterprise customers.

What you will do

• Act as the primary point of contact for mid-market clients, maintaining regular communication and building advocates for hirify.global platforms.
• Run periodic business reviews to assess satisfaction, align on goals and strategies, and drive measurable customer outcomes.
• Design and deliver interactive workshops, group demonstrations, onboarding, and training sessions to improve feature usage and reduce churn.
• Partner with Sales and Delivery to facilitate client migrations and lead customers through a streamlined onboarding process.
• Analyze customer usage data to identify trends, provide actionable insights, and uncover opportunities to expand usage (adoption, upsell, cross-sell).
• Support Enterprise Customer Success Partners with BAU activities such as troubleshooting, remediation, research, reporting, and issue resolution with support/technical teams.

Requirements

• 5+ years of experience driving customer renewal and retention as a customer advocate.
• Experience in a SaaS organization, including digital marketing or customer experience work.
• Experience with financial services technology and products.
• Strong written and verbal communication, time management, and ability to build trusted advisor relationships with clients.
• Strong problem-solving, attention to detail, and analytical skills.
• Reliable internet connection and ability to work independently during core business hours.

Culture & Benefits

• Hybrid role with expectation of a basic home office setup and high-speed internet.
• Medical, dental, life, and vision insurance; medical insurance starts immediately upon hire.
• RRSP program with company match and paid parental leave.
• Competitive vacation days and eligibility for discretionary bonuses/incentives and restricted stock units.
• Collaborative, inclusive workplace with flexible work arrangements supported by technology and resources.

Hiring process

• Connect with recruiters virtually or in-person; recruiters explain how hybrid interviews are conducted.
• Background check includes employment verification, education verification, credit inquiry, and Canadian criminal record check.