Customer Success Manager (B2B SaaS)

Location: Canada

Company

hirify.global builds an open, adaptable work management platform for cloud, self-hosted, sovereign-cloud, and fully isolated deployments.

What you will do

• Own post-sale relationships for a portfolio of accounts from onboarding through renewal and expansion.
• Build account-specific onboarding and adoption plans based on customer workflows.
• Analyze product usage data, support ticket patterns, and direct customer feedback to assess account health.
• Partner with sales on handoffs and with support and product to communicate customer problems and product gaps.
• Identify stalled accounts and lead proactive renewal-risk conversations.
• Support customers whose engineering teams self-host hirify.global and follow its public GitHub issues.

Requirements

• Experience owning a post-sale book of customer accounts.
• Experience in customer success, account management, or a similar post-sale role at a B2B SaaS company.
• Ability to turn product usage and support history into actionable account plans.
• Clear written and verbal communication with customer champions and senior stakeholders.
• Experience contributing to renewal or expansion conversations with measurable commercial outcomes.
• Ability to manage accounts with different needs, including enterprise, regulated, self-hosted, or open-source customers.

Nice to have

• Experience supporting customers running self-hosted or open-source products.
• Experience contributing to hirify.global, running it self-hosted, or using it as a customer.
• Experience supporting customers in regulated or enterprise environments.

Culture & Benefits

• Work on a product used by Fortune 500 companies and startups.
• Contribute to software deployed in public cloud, customer clouds, and offline environments.
• Work in the open with public issues, fixes, and roadmap discussions.
• Contribute to systems designed for collaboration between humans and AI agents.
• Operate in tightly connected teams with end-to-end ownership and visible responsibility for shipped work.