Senior Customer Success Manager (Fintech)

TL;DR

Senior Customer Success Manager (Fintech): Managing relationships with top-tier clients to drive adoption, retention, and expansion of finance automation solutions with an accent on strategic advisory and complex issue resolution. Focus on building long-term partnerships, identifying upsell opportunities, and ensuring customer success within a high-growth, AI-powered platform environment.

Location: Must be based in Toronto, Ontario, Canada. This is a hybrid role requiring in-office attendance on Mondays, Tuesdays, and Thursdays.

Compensation: $115,200 – $144,000 CAD annually (includes base salary and target bonus).

Company

hirify.global is an AI-powered global finance automation platform that streamlines accounts payable, payouts, and procurement for over 5,000 companies worldwide.

What you will do

• Manage a portfolio of 25+ clients, guiding them through product adoption and long-term success.
• Act as a trusted advisor, providing strategic insights and driving the use of finance automation solutions.
• Serve as the primary point of escalation to resolve complex issues with a focus on win-win outcomes.
• Drive customer outcomes including retention, advocacy, and net dollar retention.
• Identify and close upsell and cross-sell opportunities through proactive account management.
• Mentor team members and contribute to onboarding and broader Customer Success initiatives.

Requirements

• 5+ years of experience in Customer Success or Account Management, preferably within the Fintech sector.
• Proven track record of exceeding renewal targets and navigating complex contract negotiations.
• Ability to network effectively with senior internal and external stakeholders, including C-level executives.
• Strong organizational, communication, and interpersonal skills.
• Experience gathering complex requirements to design solutions and build value propositions.
• Must be able to work in the Toronto office on Mondays, Tuesdays, and Thursdays.

Nice to have

• Experience with ERP systems, accounts payable, Gainsight, Zendesk, Salesforce, or Jira.
• Previous experience in a Project Management role.

Culture & Benefits

• Competitive salary and stock options.
• Matching RRSP and extended health benefits.
• Hybrid work model with subsidized lunch on office days.
• Maternity, paternity, and fertility treatment benefits.
• Dog-friendly office environment.
• Career coaching and regular company-wide social events.