Senior Customer Success Manager (Travel)

Location: Toronto, Ontario, Canada; on-site

Company

hirify.global develops AI-powered expense intelligence solutions that help organizations modernize financial operations, improve visibility, and optimize enterprise spending.

What you will do

• Own account health, retention, expansion, and churn-risk mitigation for an assigned enterprise customer portfolio.
• Build trusted relationships with C-suite stakeholders and lead consultative Executive Business Reviews focused on travel savings and optimization.
• Drive adoption through usage recommendations, onboarding guidance, product demonstrations, and education for clients, new users, and Travel Management Company providers.
• Resolve complex customer issues, act as the escalation point, and coordinate with Support and cross-functional teams on technical and process improvements.
• Monitor customer metrics, program and reshop performance, Salesforce data, and retention or cancellation-save processes.
• Develop customer success strategies, present to internal and external audiences, support strategic programs, and mentor junior CSMs.

Requirements

• 5+ years of experience in a consultative, strategic customer success role or in the travel industry.
• Bachelor’s degree or equivalent experience.
• Working knowledge of Microsoft Office, Google Workspace, Salesforce, and video conferencing tools such as Zoom or GoToMeeting.
• Strong familiarity with Power BI for data reporting; Confluence experience is preferred.
• Ability to deliver engaging product demonstrations and presentations to diverse client audiences.
• Excellent problem-solving, organization, time management, interpersonal, written, and verbal communication skills.

Culture & Benefits

• Work with an AI-powered finance technology platform serving more than 12 million users across 120 countries.
• Collaborate with specialists across finance, technology, and AI on real-world business challenges.
• Inclusive and collaborative work environment with flexible work practices.
• Competitive pay and opportunities to contribute to finance modernization and process improvement.
• Visa sponsorship is not available now or in the future.