Customer Success Manager, Growth Portfolio (B2B SaaS)

Location: Based in or relocating to Mérida, Yucatán, Mexico within 60 days of accepting the position. Up to 10% travel may be required for customer meetings, company events, or conferences.

Company

hirify.global provides an identity intelligence and master data management cloud platform that combines identity resolution, enrichment, verification, AI-powered data governance, and advanced insights.

What you will do

• Own a named portfolio of B2B SaaS customer accounts and maintain accurate account health, stakeholder, adoption, risk, and renewal information.
• Build relationships with customer sponsors, administrators, users, and operational stakeholders through relevant and empathetic engagement.
• Lead regular customer check-ins, connect product usage to business outcomes, and define practical success objectives.
• Identify health risks, coordinate Support, Professional Services, Product, Sales, Finance, and other internal resources, and escalate material issues early.
• Build renewal readiness, own straightforward renewals within approved commercial guardrails, and identify qualified cross-sell and expansion opportunities.
• Maintain Salesforce, Gainsight, or comparable customer success records and share customer feedback and portfolio trends.

Requirements

• Must be based in or relocate to Mérida, Yucatán, Mexico within 60 days.
• Advanced to fluent professional English is required for written and spoken communication.
• At least two years of current, hands-on Customer Success Manager experience in B2B SaaS with direct ownership of a customer portfolio.
• Experience across customer engagement, adoption, value realization, risk management, retention, renewal preparation, and customer meetings.
• Ability to learn technical products, understand customer workflows, and translate product capabilities into practical business recommendations.
• Experience with Salesforce, Gainsight, or a comparable CRM or customer success platform, plus strong organization, communication, problem-solving, and follow-through skills.

Nice to have

• Experience in healthcare technology or another regulated data environment.
• Knowledge of EHR/EMR systems, integration engines, analytics platforms, or population health solutions.
• Exposure to Master Data Management, Enterprise Master Patient Index, identity resolution, data quality, or interoperability.
• Experience with scaled or lower-ARR customer portfolios.
• Bachelor's degree in business, information systems, technology, healthcare, or a related field, or equivalent practical experience.

Culture & Benefits

• People-first culture focused on employee development and customer outcomes.
• Opportunities to expand knowledge in big data, distributed and cloud computing, complex algorithms, healthcare, and organizational development.
• Relocation bonus of 42,500 MXN pesos to support the move to Mérida.
• Company values include making a difference, being trustworthy, and customer obsession.
• Up to 10% travel for customer meetings, company events, or conferences.