Customer Success Learning Specialist (SaaS)

TL;DR

Customer Success Learning Specialist (SaaS): Building and delivering enablement programs for customer success teams with an accent on onboarding, product adoption, and expansion strategies. Focus on translating product launches into actionable talk tracks, analyzing performance data, and coaching managers to drive revenue growth and client retention.

Location: Must be based in Toronto, Vancouver, or Calgary with a hybrid work requirement (in-office at least twice per week).

Salary: $78,200 – $105,800 CAD

Company

hirify.global is a global leader in legal AI technology, dedicated to transforming the legal experience and increasing access to justice for legal professionals worldwide.

What you will do

• Build and deliver comprehensive enablement programs covering the full customer lifecycle from onboarding to retention.
• Translate product launch playbooks into specific talk tracks for upsell and cross-sell motions.
• Design and maintain certification content, including role-play scenarios for expansion and retention conversations.
• Analyze call data via Gong to identify coaching themes, objection patterns, and content gaps.
• Coach CS managers on reinforcing trained behaviors to ensure enablement lands effectively in the field.
• Track program impact against key outcomes like expansion ARR, multi-product attach, and ramp time.

Requirements

• 2+ years of experience in customer success, CS enablement, or learning and development.
• Proven ability to design and deliver training for customer-facing teams.
• Familiarity with customer success motions including onboarding, adoption, and retention.
• Strong facilitation and presentation skills with the ability to communicate across all levels.
• Proficiency with tools such as Gong, Salesforce, and generative AI for content creation.
• Strong project management skills and ability to analyze engagement data to drive improvements.

Nice to have

• Experience in a SaaS or technology company.
• Experience enabling expansion, cross-sell, or multi-product attach motions.
• Relevant customer success or enablement certifications.
• Experience partnering with Marketing and Product Marketing teams.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a focus on flexibility.
• Flexible time off policy with 20 days encouraged per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition program for long-term employees.