Customer Success Manager (SaaS)

Location: United States; remote

Company

hirify.global is a global software company with Finnish roots that provides a context-first document management platform for secure collaboration, workflow automation, governance, and AI-enabled knowledge work.

What you will do

• Build trusted-advisor relationships with customer stakeholders and executive sponsors throughout the customer lifecycle.
• Develop success plans, define measurable goals, track progress through business reviews, and guide customers toward adoption and ROI.
• Monitor customer health metrics, including NPS, adoption, engagement, and renewal risk.
• Identify and mitigate risks to customer outcomes, coordinating with Support, Professional Services, Product, and Sales.
• Identify renewal, expansion, advocacy, reference, and success-story opportunities.
• Share customer feedback and insights to improve product adoption, customer programs, and the overall customer experience.

Requirements

• Experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing role within a SaaS business model.
• Experience building relationships with customer stakeholders and executive-level contacts in a technology environment.
• Strong understanding of subscription software, services, adoption, and renewals.
• Strong business acumen, technical aptitude, project leadership, and change leadership skills.
• Excellent verbal and written communication, presentation, facilitation, collaboration, and organizational skills.
• Ability to manage multiple customer priorities with proactive follow-through and attention to detail.

Nice to have

• Experience with Enterprise Content Management, Information Management, workflow automation, or knowledge management.
• Experience supporting complex or enterprise SaaS customers.
• Professional Services industry experience.
• Experience conducting executive-level business reviews and managing customer health methodologies.
• Experience in a global, cross-functional organization.

Culture & Benefits

• Remote-enabled work with flexibility to establish a personal life-work balance.
• 10 paid holidays annually and unlimited PTO.
• Matching 401(k) plan, with a match of 25% of the employee contribution up to the IRS maximum.
• Medical, dental, vision, life, short-term disability, and long-term disability insurance.
• Flexible Spending Plan for medical and dependent-care expenses.
• Collaborative culture built around ownership, helping others, customer focus, and cross-functional partnership.

Hiring process

• Initial screening with a People & Culture team member.
• Interview with the Director, Customer Success Manager - US, followed by additional internal stakeholder interviews.
• Possible final interview with the Chief Customer Officer; the process takes approximately three hours of applicant time.