Merchant Success Manager, Enterprise (B2B SaaS)

Location: Remote, United States

Company

hirify.global provides a B2B SaaS platform focused on merchant returns and related ecommerce operations.

What you will do

• Manage strategic relationships with large, complex enterprise merchants.
• Own revenue retention, renewals, expansion, and retraction mitigation across an assigned portfolio.
• Develop account plans connecting merchant priorities with measurable outcomes, product adoption, renewal strategy, and growth opportunities.
• Lead quarterly business reviews, executive touchpoints, renewal discussions, and commercial conversations.
• Identify risks, maintain forecasts, and create mitigation plans to prevent churn.
• Coordinate Sales, Product, Engineering, Solutions, Support, Data, and leadership to resolve complex merchant needs and escalate issues effectively.

Requirements

• At least 3 years of customer success or account management experience with enterprise B2B SaaS customers.
• Experience managing enterprise renewals and accountability for revenue goals.
• Ability to identify and close expansion opportunities with existing accounts.
• Strong spreadsheet skills and the ability to analyze data and build compelling customer value stories.
• Experience leading cross-functional work without direct authority and managing executive-level escalations.
• Ability to use tools, including AI, to improve productivity and support enterprise merchants.

Nice to have

• Experience working in the ecommerce industry.
• Experience developing merchant communications or partnering with marketing teams on customer messaging.

Culture & Benefits

• Blended Working Environment with distributed locations across the United States, select Canadian provinces, the United Kingdom, and select Australian states.
• Medical, dental, and vision insurance.
• Flexible PTO, company holidays, sick and safe leave, and parental leave.
• 401(k), equity, monthly wellness benefit, home workstation benefit, and phone/internet benefit.