Customer Success Manager (Ecommerce)

TL;DR

Customer Success Manager (Ecommerce): Managing a portfolio of SMB and mid-market accounts to drive adoption, retention, and growth of the Personalization Platform with an accent on revenue, conversion, and customer experience. Focus on translating platform capabilities into measurable business impact and identifying expansion opportunities.

Location: Must be based near Toronto, Canada

Company

hirify.global is a global leader in the e-commerce space, providing an AI-powered Commerce Experience Platform that helps retailers deliver personalized shopping experiences at scale.

What you will do

• Manage the full lifecycle of SMB and Mid-Market clients post-onboarding, focusing on training, retention, and satisfaction.
• Act as a trusted commercial advisor to help customers translate platform capabilities into measurable impact on revenue and conversion.
• Identify and execute win-win expansion opportunities for additional client investments to maintain high NRR.
• Conduct effective Quarterly Business Reviews (QBRs) with your assigned portfolio.
• Collaborate cross-functionally with Sales, Product, and Technical teams to relay market insights and feedback.
• Develop customer advocates and deliver keynotes or webinars on personalization strategies.

Requirements

• At least 1 year of experience in Customer Success or a similar junior role.
• Must be based near Toronto, Canada.
• Deep understanding of the E-commerce ecosystem and Conversion Rate Optimization (CRO).
• Fluent English proficiency.
• Strong analytical mindset and excellent communication skills (listening, writing, and presenting).
• Ability to manage a large book of business and prioritize time-sensitive issues in a fast-paced environment.

Nice to have

• Basic understanding of HTML, CSS, and JavaScript.
• Experience with Email marketing.
• Familiarity with Google Analytics or other web analytics tools.
• Passion for emerging technology and retail trends.

Culture & Benefits

• Remote working options and flexible working hours.
• Provision of an Apple device.
• Approximately five weeks of vacation and location-dependent benefits.
• An extra day off on your birthday.
• Opportunity to collaborate with a diverse, global team.