Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Ensuring B2B SaaS customers in the public sector achieve desired outcomes and maximize product value with an accent on grants processes and stakeholder relationship management. Focus on designing customer success plans, monitoring health indicators, and identifying growth opportunities through data analysis.

Location: Hybrid (3 days/week in Oakville, ON office)

Salary: $66,000 - $82,500

Company

hirify.global is a leading provider of cloud-based software helping public sector and government organizations streamline procurement, budgeting, payments, and grants management.

What you will do

• Develop a deep understanding of B2B SaaS product use cases within the public sector.
• Lead regular meetings with executives, project managers, and key stakeholders to deliver value.
• Design and execute customer success plans to maximize product adoption and value.
• Collaborate with implementation, support, and product development teams to ensure exceptional service.
• Analyze usage patterns to identify and manage upsell and cross-sell opportunities.
• Monitor customer health indicators and proactively manage escalations to ensure retention.

Requirements

• Bachelor's degree in business, communications, or a related field.
• Minimum of 2 years of successful Account Management or Customer Relationship Management experience.
• Proven track record of establishing and maintaining strong relationships with customer contacts.
• Strong communication and presentation skills for diverse audiences, from users to executives.
• Ability to manage and prioritize multiple accounts and projects simultaneously.
• Must be able to work from the Oakville, ON office 3 days per week.

Nice to have

• Experience with SaaS product platforms.
• Knowledge of public sector, higher education, or non-profit sectors.
• Experience specifically in grants management.
• Proficiency in MS Office and CRM tools.

Culture & Benefits

• Competitive wages with a standard 40-hour work week.
• Semi-annual wellness days providing extra-long weekends.
• Comprehensive health and dental benefits package.
• Flexible workday tailored to role requirements and employee needs.
• Active community engagement and culture committees for local giving and team events.