Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing a portfolio of 45+ clients to ensure product adoption, retention, and expansion with an accent on building long-term relationships and driving customer advocacy. Focus on proactive account health monitoring, identifying upsell opportunities, and collaborating with cross-functional teams to resolve complex customer issues.

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

Salary: $84,000 - $105,000 CAD annually (plus 10% target bonus).

Company

hirify.global is a high-growth, late-stage fintech company providing an AI-powered platform that automates global payables operations for over 4,000 customers.

What you will do

• Manage a portfolio of 45+ clients, guiding them through full product adoption and beyond.
• Act as the primary point of contact, proactively addressing concerns and identifying areas for improvement.
• Drive brand loyalty, customer satisfaction, and advocacy through regular business reviews.
• Uncover growth opportunities within your portfolio through strategic upsells and cross-sells.
• Collaborate with Sales, Product, and Implementation teams to action customer feedback.
• Provide mentorship and onboarding support to new and existing team members.

Requirements

• 2+ years of customer success or account management experience, preferably in the fintech space.
• Strong understanding of the SaaS business model.
• Exceptional communication and interpersonal skills with the ability to engage all organizational levels.
• Thorough knowledge of basic accounting procedures and principles.
• Highly organized with the ability to design value-driven client presentations.
• Must be able to work in the Vancouver office on Mondays, Tuesdays, and Thursdays.

Nice to have

• Relevant accounting certification (CPA, ACA, ACCA, or CIMA).
• Experience with ERP systems, Gainsight, Zendesk, Salesforce, or Jira.
• Previous project management experience.

Culture & Benefits

• Competitive salary with stock options and matching RRSP.
• Extended health benefits, life insurance, and Employee Assistance Program.
• Flexible workplace with a hybrid model.
• Subsidized lunch on office days, plus fresh fruit and snacks.
• Phone and internet allowance.
• Inclusive culture with multiple Employee Resource Groups (ERGs).