Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Leading the post-sale customer journey for a portfolio of large Enterprise accounts to drive product adoption and long-term retention with an accent on measurable business results and strategic relationship management. Focus on executing Customer Success Plans, leading executive business reviews, and resolving adoption blockers in technical engineering environments.

Location: Remote (Must be based in Canada or the United States)

Company

hirify.global provides a category-defining Design Engagement System (DES) that helps large engineering organizations in automotive, aerospace, and shipbuilding industries bring products to market faster.

What you will do

• Own adoption, satisfaction, and retention metrics for a portfolio of Enterprise and Key accounts.
• Build and execute Customer Success Plans tied to business impact, such as rework reduction and time-to-market.
• Manage onboarding plans and rollout strategies in collaboration with Customer Engineering Advisors.
• Lead structured executive business reviews to translate product usage into measurable business outcomes.
• Collaborate with Sales on growth strategy, account planning, and renewal execution.
• Identify and resolve adoption blockers with urgency to proactively mitigate churn risk.

Requirements

• 4-6 years of experience in Customer Success or Account Management within B2B SaaS.
• Proven track record of driving product adoption and translating it into high-impact customer value.
• Experience working with technical, specialized customer personas in high-ACV environments.
• Strong executive presence and ability to influence internal and external stakeholders.
• Must be based in Canada or the United States.
• Willingness to travel up to 25% of the time for on-site customer engagement.

Nice to have

• Exposure to design/manufacturing environments or engineering tools.
• Experience with change management and onboarding frameworks.
• Experience working in high-growth SaaS environments.

Culture & Benefits

• Work with a category-defining product in a fast-paced, technical environment.
• Remote-first work arrangement with a strong emphasis on ownership and structured thinking.
• Participation in bi-annual company "Team Weeks" at the HQ in St. John’s, Newfoundland.
• Collaborative cross-functional environment working alongside Sales and Customer Engineering teams.