Customer Success Lead (SaaS)

TL;DR

Customer Success Lead (SaaS): Driving operational excellence across the post-sales customer journey with an accent on technical onboarding, migrations, and expansions. Focus on building a scalable delivery model and coordinating cross-functional teams to ensure high-quality project execution.

Location: Remote (Must be based in Canada). Preference for candidates in the CST timezone.

Salary: 70K - 90K CAD

Company

hirify.global provides advanced AR and AI-driven software for frontline workers in industries such as manufacturing, energy, and aerospace.

What you will do

• Lead end-to-end execution of technical customer delivery projects, including onboarding, software migrations, and version upgrades.
• Define and own project plans, timelines, milestones, and deliverables to ensure on-time, high-quality delivery.
• Maintain and refine customer-facing operational processes, deployment workflows, and the operational playbook.
• Coordinate across Customer Success, Support, Operations, Sales, and Product teams to ensure alignment and accountability.
• Drive the customer onboarding experience, coordinating resources to ensure new clients are fully enabled and product-ready.
• Act as the primary liaison for resolving complex technical and logistical challenges during customer projects.

Requirements

• 5-8 years of experience in a customer-facing operational or technical role within a B2B SaaS company.
• 3-4 years of experience managing the full lifecycle of customer-facing software projects (implementations, migrations, onboarding).
• Proven track record of creating and refining onboarding playbooks and successful customer enablement.
• Experience implementing operational processes for customer-facing teams (CS Ops, Sales Ops, or Professional Services Ops).
• Must be based in Canada.
• Preference for candidates who can work in the CST timezone.

Nice to have

• Bachelor's degree in Business Administration, MIS, Computer Science, or a related field.
• Willingness to actively adopt and leverage AI tools to improve workflows and efficiency.

Culture & Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from day one.
• Employee stock ownership and RRSP/401k matching programs.
• Remote work flexibility and lifestyle rewards.