Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of 450 key accounts to drive retention, product adoption, and long-term success with an accent on strategic value delivery and high-volume account management. Focus on leveraging AI-enabled tools and data-driven playbooks to optimize customer workflows and ensure measurable business outcomes.

Location: Must be based in Toronto, Canada

Salary: $85,000 – $95,000 CAD base + 20% variable

Company

hirify.global is a fast-growing global software company providing leading inventory management and supply chain solutions for product sellers worldwide.

What you will do

• Build consultative relationships with a book of 450 key accounts to drive retention and product adoption.
• Conduct daily customer calls and QBRs using AI-enabled tools to execute tech-touch and human-touch playbooks.
• Identify recurring customer challenges and contribute to the development of scalable success frameworks.
• Track customer health, identify risks early, and implement proactive mitigation strategies.
• Collaborate cross-functionally with Sales, Onboarding, Product, and Support to ensure a seamless customer lifecycle.
• Value-sell products throughout the lifecycle, reinforcing ROI and client investment.

Requirements

• 5+ years of experience in a customer-facing role, preferably in high-velocity SaaS environments.
• Proven track record in strategic account management and client retention.
• Experience working with supply chain, manufacturing, or retail customers.
• Data fluency with the ability to analyze usage patterns and KPIs.
• Proficiency with platforms such as Salesforce, ChurnZero, and Gong.
• Must be based in Toronto, Canada.

Culture & Benefits

• Generous PTO policy and a dedicated Global Wellness Day.
• Diverse, inclusive team environment with frequent company-sponsored events.
• Opportunity to work in a high-growth tech company with a global impact.
• Focus on continuous improvement and professional development.