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2 дня назад

Senior Manager, Customer Success (B2B SaaS)

Формат работы
hybrid
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Chile
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

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TL;DR
Senior Manager, Customer Success (B2B SaaS): Leading and scaling a team of Customer Success Managers responsible for retention, expansion, adoption, and long-term outcomes across B2B SaaS accounts with an accent on coaching, operational rigor, and cross-functional customer partnership. Focus on forecasting, health scoring, escalation management, recovery planning, and building scalable success processes.

Location: Santiago, Chile; hybrid with office attendance every Tuesday, Wednesday, and Thursday

Company

hirify.global provides a customer operations platform for complex B2B customer relationships, coordinating teams, tools, and customer conversations.

What you will do

  • Lead, coach, and develop a team of Customer Success Managers.
  • Own retention and expansion outcomes, including forecasting, risk management, renewals, and pipeline health.
  • Partner with Sales on renewals, expansion strategy, account planning, and customer handoffs.
  • Build scalable processes including QBRs, success plans, health scoring, and playbooks.
  • Handle escalations for at-risk accounts and create recovery plans.
  • Collaborate with Support, Product, and Engineering to unblock customers and influence roadmap priorities.

Requirements

  • 7+ years of experience in Customer Success, Account Management, or post-sales roles in B2B SaaS.
  • 2+ years of experience managing and scaling high-performing Customer Success teams.
  • Track record of driving renewals, churn reduction, upsell, and cross-sell outcomes in a recurring revenue model.
  • Strong coaching, leadership, communication, and stakeholder management skills.
  • Experience with forecasting, health metrics, playbooks, and operational execution cadences.
  • Ability to work from the Santiago office every Tuesday, Wednesday, and Thursday.

Culture & Benefits

  • Fully covered medical, dental, and vision insurance.
  • Generous paid time off and additional Wellness Days.
  • Mental health support through Workplace Options.
  • Family planning support through Maven.
  • Monthly lifestyle and teleworking allowances.
  • Summer Break with offices closed from Christmas to New Year's Day.

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