Senior Manager, Customer Success (SaaS)

Location: Remote United States

Company

hirify.global develops secure, intuitive HR technology that helps employers manage complex workplace experiences with greater efficiency and certainty.

What you will do

• Lead, coach, and develop a team of customer success professionals while driving measurable client outcomes.
• Establish and monitor KPIs covering adoption, retention, customer health, and satisfaction.
• Recruit and retain high-performing talent and build promotion-ready career paths.
• Handle escalations for complex customer issues and strategic accounts.
• Design and implement scalable CS frameworks, playbooks, and processes across the organization.
• Partner with Sales, Product, Support, Implementation, and leadership on strategy, customer value expansion, and cross-functional initiatives.

Requirements

• Bachelor’s degree in Business, HR, or a related field, or equivalent experience.
• 7+ years of experience in customer success, account management, or a related field, including 3–4 years in people leadership.
• Experience building or improving CS processes, playbooks, or frameworks and structuring ambiguous challenges.
• Strong recruiting, talent development, analytical, communication, and relationship-building skills.
• Ability to operate independently, influence without positional authority, and lead initiatives beyond the immediate team.
• Must be based in the United States for this remote role.

Nice to have

• Experience in HR technology, leave management, or compliance-focused SaaS.
• Familiarity with Salesforce, Gainsight, or HubSpot.
• Experience with CS strategy, customer events, advisory boards, thought leadership, change management, or scaling teams in high-growth environments.
• Comfort using AI tools to streamline workflows and improve efficiency.

Culture & Benefits

• Remote-first, results-driven work environment with flexibility and autonomy.
• Learning resources, leadership programs, and opportunities for professional growth.
• Comprehensive benefits, performance-based bonus, and equity opportunities.
• Flexible time off, paid holidays, and flexible leave programs.
• Inclusive culture focused on innovation, collaboration, measurable outcomes, and diverse perspectives.