Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of SMB and Mid-Market customers to drive retention and expansion with an accent on demand-side analytics and value-driven engagement. Focus on translating customer needs into measurable outcomes, optimizing account health, and influencing the product roadmap.

Location: Hybrid in Vancouver, B.C. (3+ days/week in office). Remote employees will not be considered for this role.

Company

hirify.global.ai is a Commerce Intelligence System for consumer brands that unifies fragmented data from multiple sources into a single source of truth using AI Agents.

What you will do

• Manage a portfolio of 15–30 SMB/Mid-Market customers as the primary point of contact from onboarding through renewal and growth.
• Collaborate with executive stakeholders (VP to C-level) to achieve fast, measurable outcomes through value-driven engagements.
• Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
• Conduct and deliver analysis within the hirify.global platform to help customers turn insights into repeatable, automated processes.
• Act as the voice of the customer, translating feedback into actionable requests for Product and Engineering teams.
• Develop and improve processes, playbooks, and training programs to support scaled customer management.

Requirements

• 2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles.
• Strong analytical and problem-solving skills with the ability to link technical details to business outcomes.
• Proven project management abilities with excellent organization and follow-through.
• Experience managing renewals and expansions, ideally at scale.
• Must be based in Vancouver, B.C. and able to work in a hybrid model (3+ days/week in office).

Nice to have

• Experience in CPG or supply chain domains.
• Expertise in customer journey mapping or process improvement.
• Previous experience as a Team Lead or coaching others to scale teams.

Culture & Benefits

• Flexible vacation policy to ensure team members can recharge.
• RRSP Matching Program for long-term financial investment.
• Professional development budget for courses and certifications.
• Monthly transit reimbursement for office commutes.
• Paid parental leave.
• Weekly team lunches to foster connection and collaboration.