Director, Customer Success (Additive Manufacturing)

Location: Montreal, Quebec, Canada; hybrid work model

Company

hirify.global is a Montréal-based additive manufacturing company developing hardware, software, and materials for high-performance parts production.

What you will do

• Own post-sale relationships for strategic and at-risk accounts across onboarding, adoption, training, support-plan value realization, and renewals.
• Lead high-severity escalations involving printer support, software support, field reliability, service logistics, and engineering engagement.
• Manage a technical, engineering-focused customer success team and coordinate customer training programs, including on-site sessions.
• Lead renewals for Success Plans, software support, and other aftermarket offerings, including commercial proposals and service packaging.
• Define support boundaries, escalation paths, account handoffs, and operating cadences across Success, Applications, Software, Engineering, and Sales.
• Maintain accurate CRM and ticketing records covering support history, diagnostics, account summaries, and customer activity.

Requirements

• 7+ years of experience in customer success, field service, technical account management, support leadership, or aftermarket operations in capital equipment, industrial automation, robotics, or manufacturing technology.
• Proven experience managing renewals, pricing conversations, and service, training, and support offerings.
• Technical fluency and experience handling escalations involving hardware, software, field reliability, operator training, and root-cause investigations.
• Ability to create processes from ambiguity, including account handoffs, service plans, escalation workflows, customer notes, and team operating cadences.
• Experience with CRM and support tools such as HubSpot, plus cross-functional coordination platforms such as Slack.
• Strong written and oral English communication skills are required. French language skills are an asset.

Nice to have

• Experience with industrial 3D printing, machine tools, lab equipment, factory automation, or other technical hardware supported by ongoing service plans.
• French language skills.

Culture & Benefits

• Work in a hybrid model in Montréal.
• Collaborate with teams, customers, and partners located outside Québec.
• Participate in a workplace focused on respectful, inclusive, and accessible collaboration.
• Initial hiring screening may use AI-supported tools, with the option to request human review after an automated decline.

Hiring process

• Portions of the initial screening process may be automated to support consistent candidate evaluation.
• Human review can be requested if an application is declined through an automated screening step.