Bilingual Customer Success Manager (SaaS)

TL;DR

Bilingual Customer Success Manager (SaaS): Managing a high-volume portfolio of Enterprise and Commercial customers using a tech-touch engagement model with an accent on product adoption, engagement, and retention. Focus on leveraging customer health signals to proactively mitigate risk and driving value through scalable digital touchpoints.

Location: Remote (Must be based in Canada)

Salary: CAD 70,000 base + CAD 10,500 commission target

Company

hirify.global is a global leader in consumer and media intelligence, engagement, and communication solutions.

What you will do

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model.
• Deliver value through digital touchpoints, including webinars, email campaigns, and in-app messaging.
• Monitor customer health signals (usage, engagement, sentiment) to mitigate risk and drive adoption.
• Execute playbooks for onboarding, product adoption, renewal readiness, and expansion.
• Maintain accurate customer data in the success platform (Planhat) and identify at-risk accounts.
• Collaborate with Sales, Support, Product, and Marketing to optimize the customer experience.

Requirements

• 1-3 years of experience in Customer Success, Account Management, or SaaS roles.
• Bilingual proficiency in English and French and/OR Spanish.
• Experience managing high-volume account portfolios in a scaled/tech-touch model.
• Ability to interpret usage data and customer signals to inform actions.
• Proficiency with CRM/CS platforms such as Planhat and Salesforce.
• Must be based in Canada.

Nice to have

• Experience in digital customer engagement programs and lifecycle automation.
• Knowledge of social listening, media intelligence, or marketing analytics platforms.
• Experience creating customer-facing content like webinars and guides.
• Basic understanding of data analytics or reporting tools.

Culture & Benefits

• Inclusive environment that champions curiosity, collaboration, and innovation.
• Focus on employee growth and professional development.
• Commitment to diversity, equity, and inclusion as a "Top Diversity Employer".
• Support for authentic self-expression and a welcoming work environment.