Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a high-volume portfolio of SMB and Mid-Market accounts to drive adoption, renewals, and expansion with an accent on digital-touch engagement strategies. Focus on leveraging automation tools like Vitally, managing commercial revenue targets, and collaborating with product teams to enhance the platform experience.

Location: Must be based in or able to work from the Toronto office (Hybrid)

Salary: $115,000–$155,000 OTE CAD

Company

hirify.global is an AI-powered business planning and performance management platform that connects people, data, and processes to empower strategic decision-making.

What you will do

• Manage a high-volume book of SMB and Mid-Market accounts to ensure product adoption and business value.
• Own commercial outcomes including account renewals, upsells, and cross-sell opportunities.
• Develop and execute digital-touch customer engagement motions using automation technologies.
• Deliver virtual presentations, webinars, and training to educate customers on platform best practices.
• Partner with product teams to relay customer feedback and contribute to the product roadmap.
• Maintain accurate account records and interaction data within Salesforce and Vitally.

Requirements

• 3+ years of experience in customer success, account management, or a similar role within a SaaS company.
• Proven track record of managing high-volume accounts and driving renewals and expansion.
• Strong commercial mindset with the ability to take full ownership of revenue targets.
• Excellent analytical skills to interpret customer data and identify growth opportunities.
• Ability to work in a hybrid environment in Toronto.

Nice to have

• Experience with digital-touch engagement strategies and automation platforms like Vitally.
• Proficiency in French.
• Skills in creating video or animated content.
• Strong written communication and visual content creation skills.

Culture & Benefits

• Competitive compensation package with OTE.
• Generous time off and parental leave policies.
• Annual company offsite and access to modern office spaces in major cities.
• High-end equipment provided for work.
• Collaborative, action-oriented culture focused on innovation and customer success.