Customer Success Specialist (EdTech)

TL;DR

Customer Success Specialist (EdTech): Designing and executing repeatable adoption frameworks and risk mitigation programs for higher education customers with an accent on scalable engagement and customer health analysis. Focus on developing adoption playbooks, delivering one-to-many enablement content, and optimizing the customer journey through automation.

Location: Remote within Canada or hybrid in Kitchener, Ontario

Salary: $67,000 — $79,000 CAD

Company

hirify.global is a cloud company that provides next-generation learning environments and solutions to modernize education and improve human potential globally.

What you will do

• Analyze customer health and adoption data to identify trends, risks, and opportunities for scalable interventions across a broad book of business.
• Design and optimize repeatable adoption and risk mitigation plays using one-to-many and automated approaches.
• Develop scalable adoption playbooks tailored to specific customer segments or verticals to ensure consistency.
• Create and deliver enablement content such as webinars, guides, and workshops to support adoption at scale.
• Partner with internal Sales, Product, and Support teams to surface systemic insights and influence platform improvements.
• Monitor customer journey activities through automation and provide targeted direct intervention when necessary.

Requirements

• Must be based in Canada.
• Bachelor’s degree in education or a related field (or equivalent experience).
• 2+ years of experience in customer success, change management, or education-related roles.
• Proficiency with Microsoft Office Suite, Salesforce, and Brightspace.
• Strong ability to identify trends and drivers across large customer populations and translate insights into action.
• Experience applying change management principles at scale to influence adoption behavior.

Nice to have

• Experience working with academic institutions or within the education technology (EdTech) sector.

Culture & Benefits

• Flexible work arrangements and home internet reimbursements.
• Tuition reimbursement of up to $4,000 CAD for continuing education via the SkillsWave Program.
• Comprehensive wellbeing support, including mental health services, EFAP program, and wellness subsidies.
• Retirement planning and a competitive benefits package.
• Paid volunteer days and employee recognition programs.
• Dog-friendly office spaces at company headquarters.