Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Guiding customers through onboarding, implementation, and adoption of a CX product suite with an accent on relationship management and business insights. Focus on maximizing customer retention, managing project timelines for audits and surveys, and identifying upsell opportunities.

Location: Hybrid (Kanata, Ontario)

Company

hirify.global is a technology and managed services company specializing in the Customer Experience (CX) ecosystem with a Fortune 1000 customer base.

What you will do

• Own the post-sales customer relationship and act as a trusted advisor to ensure achievement of customer goals.
• Lead onboarding, implementation, and training for the product suite across the customer journey.
• Manage project timelines and deliverables for mystery shopping, operational audits, and customer-satisfaction surveys.
• Develop questionnaires and custom reporting dashboards based on market research best practices.
• Drive customer retention and increase portfolio revenue through strategic upsell and cross-sell opportunities.
• Handle operational tasks including monthly invoicing and volume forecasting using Hubspot.

Requirements

• Bachelor’s degree in a relevant field or equivalent experience.
• Minimum of 3+ years of experience in Customer Success, Client Management, or Project Management.
• Proficiency with MS Office, Google Suite, and experience with AI tools.
• Location: Must be based in or able to work hybrid in Kanata, Ontario.

Nice to have

• Experience with customer-facing software solutions.
• Industry-specific experience in survey-creation, mystery shopping, or retail.
• French language proficiency.

Culture & Benefits

• Innovation-driven environment at the forefront of the CX ecosystem.
• Opportunity to work with a prestigious Fortune 1000 customer base.
• Inclusive workplace with a strong commitment to equal employment opportunities.
• Supportive culture focused on creating experiences to win customers for life.