Customer Success Representative

TL;DR

Customer Success Representative: Building and maintaining strong relationships with assigned customers to ensure maximum value from Silverware solutions, with an accent on retention, satisfaction, and growth. Focus on proactive risk management, driving product adoption (upsell/cross-sell), and collaborating in a Scrum environment to support implementations and escalations.

Location: CAN-ON-Remote

Salary: $46,106–$68,000 CAD

Company

hirify.global provides vertical software and embedded payments technology, helping businesses deliver seamless customer experiences.

What you will do

• Own ongoing customer relationships to drive retention and growth by understanding customer business needs.
• Act as a trusted advisor: align product value to short- and long-term customer goals and identify growth opportunities.
• Evaluate opportunities for add-ons, integrations, and new products; support implementation when required.
• Advocate for customer enhancements, manage bugs/escalations, and help customers resolve issues for their specific scenarios.
• Track helpdesk tickets and trends (configuration issues, training needs) and perform root-cause analysis.
• Partner with Sales for upsell/cross-sell and provide feedback to product teams; work in Scrum and take PM ownership for new products, enhancements, and integrations.

Requirements

• 3+ years of relevant customer success or account management experience.
• Proven success in a customer-facing role with strong relationship-building and engagement-driving.
• Exceptional communication skills (oral, written, and presentation).
• Experience working with cross-functional teams (e.g., Sales, Technical Support, Implementations).
• Strong organizational skills, accuracy, and attention to detail.
• Ability to operate effectively with uncertainty and change; empathetic, positive, and proactive mindset.

Culture & Benefits

• Remote work in a collaborative environment.
• Medical, dental, vision, and Extended Health & LTD plan.
• RRSP with employer match and Health Spending Account.
• Flexible paid time off.
• Inclusive workplace focused on diversity of thought.

Hiring process

• Posting remains open until filled.