Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of clients to ensure product adoption, satisfaction, and retention with an accent on strategic account growth and relationship building. Focus on driving high Net Promoter Scores (NPS), identifying upsell opportunities, and acting as the voice of the customer to influence product development.

Location: Must be based in and able to work in Canada

Salary: $70,000 - $80,000 CAD

Company

hirify.global provides a leading B2B SaaS platform that helps organizations implement effective employee rewards and recognition programs to improve company culture.

What you will do

• Act as the primary point of contact for an assigned book of business to foster strong, long-term relationships.
• Collaborate with Sales, Support, and Product teams to ensure a seamless customer experience.
• Monitor customer health signals and proactively provide strategic recommendations for platform optimization.
• Conduct Quarterly Business Reviews (QBRs) to demonstrate value and drive account growth.
• Gather and relay customer feedback to influence the product roadmap.
• Handle escalations with a solutions-first mindset to ensure prompt resolution.

Requirements

• Must be based in and able to work in Canada
• At least 3 years of experience as a Customer Success Manager in a SaaS environment
• Proficiency with CRM software and customer success tools
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Bachelor's degree in Business Administration or a related field preferred

Nice to have

• Bilingual proficiency in French or Spanish

Culture & Benefits

• Comprehensive health, dental, and vision benefits package
• Flexible paid time off and wellness days
• Annual Bucketlist Benefit with paid time off and funding for personal goals
• Home office and professional development stipends
• 100% remote work environment