Customer Success Lead, SMB (Tech Touch)

TL;DR

Customer Success Lead, SMB (Tech Touch): Own retention (GDR) and drive product adoption for a portfolio of SMB accounts through a proactive tech-touch engagement motion with an accent on automation, customer health scoring, and data-driven communications. Focus on building and iterating AI-assisted workflows, diagnosing churn with a documented playbook, and partnering cross-functionally to improve segment retention.

Location: Toronto

Salary: $80,000 CAD - $120,000 CAD (with a variable component)

Company

hirify.global provides an all-in-one platform for workplace communication and internal email engagement with analytics.

What you will do

• Own SMB customer retention (GDR) and overall health of the SMB segment.
• Design and operate tech-touch engagement: automated onboarding, usage-triggered nudges, health-based alerts, and scaled business reviews.
• Operate and improve customer health scoring and early-warning systems to surface at-risk accounts before cancellation.
• Lead churn diagnosis for the segment and continuously refine the retention playbook based on data-backed insights.
• Run customer communications at scale using proactive, segmented outreach to prevent accounts going dark.
• Build and iterate AI-assisted workflows (e.g., business review generation, account risk summaries, reactivation sequences) and report segment health to CS leadership.

Requirements

• Experience building and running a scaled tech-touch/low-touch Customer Success motion in an early-stage, SMB-focused SaaS environment.
• Direct ownership of GDR or NDR metrics, with clear examples of how you moved retention/adoption numbers.
• Hands-on experience owning a book of business: renewals, upsell conversations, and account escalations.
• Comfort instrumenting CS health and risk using tools such as Gainsight, Vitally, ChurnZero, or a homegrown stack (e.g., Salesforce + product analytics + automation).
• AI fluency: ability to wire AI into workflows/agents that do real work via retrieval, chaining steps, and API automation (not just chat prompting).
• Comfort being the primary point of contact for a large portfolio while balancing customer relationships with systems building.

Culture & Benefits

• 100% employer-paid benefits and a Health Spending Account from day one.
• Work from anywhere in the world for up to 4 weeks.
• Stock option plan, RRSP group savings plan, and a generous vacation package.
• Personal development budget, one personal day, two volunteering days, and a day off for your birthday.
• Five health days per year.
• Hybrid work with a downtown Toronto office (King and Spadina) and team presence 3x per week.

Hiring process

• Interviews with Talent Acquisition; AI is used to take notes during the interview process.
• Applications and interviews are reviewed by the Talent Acquisition team, with AI used in the applicant tracking workflows.