Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Travel and Expense SaaS): Managing post-sales success for an enterprise customer portfolio with an accent on retention, adoption, expansion, and executive stakeholder engagement. Focus on identifying churn risks, leading business reviews, resolving complex customer issues, and translating customer needs into product and process improvements.

Location: Hybrid role requiring 3 days per week in Toronto, Canada; sponsorship is not available now or in the future.

Company

hirify.global provides AI-powered travel and expense solutions that help organizations modernize financial operations, improve visibility, and optimize enterprise spend.

What you will do

• Own account health, retention, expansion, and churn-risk mitigation across an enterprise customer portfolio.
• Build trusted relationships with C-suite stakeholders and lead consultative Executive Business Reviews focused on travel-program savings and optimization.
• Drive product adoption through recommendations, onboarding, education, demonstrations, and best-practice guidance for clients, users, and TMC providers.
• Resolve complex customer situations, manage escalations, monitor program and reshop performance, and coordinate with Support and other internal teams.
• Maintain customer milestones and Salesforce data while leading retention and cancellation-save processes.
• Advocate for customer needs, contribute to product and process improvements, support strategic cross-functional programs, and mentor junior CSMs.

Requirements

• Bachelor’s degree or equivalent experience and 5+ years in a consultative, strategic customer success role or the travel industry.
• Experience with Salesforce, Microsoft Office, Google Workspace, 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.
• Strong creative problem-solving, adaptability, organization, follow-up, and time-management skills.
• Exceptional interpersonal, written, and verbal communication skills across organizational levels.

Culture & Benefits

• Work with AI, finance, and technology specialists on solutions used by more than 12 million users across 120 countries.
• Flexible work arrangements and a collaborative, inclusive environment.
• Competitive pay and opportunities to contribute to innovative financial-operations products.
• Work that supports efficiency, visibility, and smarter financial decision-making for businesses.