Senior Customer Success Manager (Procurement)

TL;DR

Senior Customer Success Manager (Procurement): Managing a portfolio of B2B SaaS customers in the public sector to ensure goal achievement and value realization with an accent on strategic relationship building and consultative software demonstrations. Focus on driving retention, maximizing product adoption, and identifying upsell opportunities through data analysis and customer health monitoring.

Location: Hybrid (Oakville, Ontario) — requires 3 days/week in the office

Salary: $84,600 - $105,700

Company

hirify.global is a leading provider of cloud-based software that helps public sector and government organizations streamline procurement, budgeting, and administration.

What you will do

• Develop and execute customer success plans to help public sector B2B SaaS customers achieve desired outcomes.
• Build and maintain strong relationships with executives and key stakeholders through regular consultative meetings.
• Analyze customer usage patterns to identify and manage upsell, cross-sell, and expansion opportunities via Salesforce.
• Lead the creation and review of customer renewal contracts and negotiate pricing and terms.
• Conduct live training webinars and software demonstrations as a subject matter expert.
• Mentor and train other CSM team members, assisting them with complex customer calls and projects.

Requirements

• Location: Must be able to work from the Oakville, ON office 3 days per week
• 5+ years of experience in customer success or support, with 5+ years specifically in the public sector (Government, Education, Healthcare, or Non-Profit).
• 2+ years of experience performing technical software demonstrations in a B2B SaaS environment.
• Bachelor's degree in business, communications, computer science, or a related field.
• Proficiency in Salesforce, Microsoft Office, and CRM ticketing tools.
• Strong understanding of public sector finance, budgeting, and functional regulations.

Culture & Benefits

• Competitive wages with a standard 40-hour work week.
• Wellness days: Two extra days off per year added to long weekends.
• Flexible workday tailored to individual and role requirements.
• Comprehensive health and dental benefits package.
• Active culture and community engagement committees for social events and volunteering.