Intermediate Customer Success Manager (Cybersecurity)

TL;DR

Intermediate Customer Success Manager (Cybersecurity/SaaS): Managing a portfolio of MSP partners for a cyber resilience platform with an accent on retention, account growth, and customer advocacy. Focus on leading business reviews, identifying cross-sell and upsell opportunities, resolving technical and business obstacles, and improving account health through data-driven engagement.

Location: Hybrid role based in Ottawa, Canada, requiring work from the Ottawa Collaboration Hub at least three times per week.

Salary: CAD $71,600–$105,000 annualized OTE, with an 80/20 base-to-commission pay mix.

Company

hirify.global provides an AI-powered cyber resilience platform that helps businesses manage, secure, and recover through scalable security, data protection, and technology management solutions.

What you will do

• Manage a designated book of business and serve as the primary contact for partners and internal stakeholders.
• Build long-term technical and business relationships, handle challenging customer situations, and drive successful resolutions.
• Lead account-based commercial discussions, contract renewals, and initiatives to improve gross and net retention.
• Conduct recurring customer success calls and quarterly, strategic, and executive business reviews.
• Use dashboards and account health metrics to identify engagement risks and coordinate actions to improve outcomes.
• Create customer advocacy opportunities, including success stories, case studies, references, and NPS improvements.

Requirements

• 3–5 years of experience as a Customer Success Manager, Account Manager, or Account Executive, preferably in SaaS or an MSP environment.
• Experience delivering presentations and business reviews to business owners, technicians, and marketing stakeholders.
• History of achieving targets and key performance indicators.
• Advanced understanding of the MSP industry and experience working with MSPs, business owners, or managed services stakeholders.
• Strong collaboration skills across Sales, Technical Support, Marketing, and other internal teams.
• Demonstrated ability to identify cross-sell and upsell opportunities; cybersecurity, data protection, RMM, or unified endpoint management experience is preferred.

Culture & Benefits

• Medical, dental, and vision coverage for employees, partners, and children.
• Generous paid time off and observed holidays.
• Two paid volunteer days per year.
• Retirement savings plan and employee stock purchase program.
• On-site gym access at select collaboration hubs.
• Custom learning opportunities through the N-ablite Learning program.