Customer Success Manager (Retention)

Location: Fully remote anywhere in the United States; no office or hybrid schedule

Salary: $80,000 base with $102,000 OTE; variable compensation is tied to retention.

Company

hirify.global builds workforce management software for contractors, including GPS-verified time tracking connected to cost codes, job budgets, and payroll.

What you will do

• Own gross revenue retention and renewal rate for a mid-market and SMB customer book.
• Run the renewal calendar and lead renewal conversations for larger accounts.
• Monitor health scores, identify at-risk and high-performing contractors, and improve scoring accuracy.
• Build enablement programs including in-app messages, product walkthroughs, and trade-focused webinars.
• Generate monthly-to-annual conversion leads and create testimonials, referrals, and case studies.
• Bring churn reasons and adoption blockers to Product with supporting evidence.

Requirements

• 3+ years of experience in customer success, renewals, or account management at a B2B SaaS company with a retention target.
• Experience managing a book of hundreds of accounts.
• Ability to run reporting, filter and segment data, export reports, and investigate anomalies.
• Experience with a CS or marketing automation tool such as Intercom, HubSpot, or Customer.io, including building sequences and audience rules.
• Daily experience using AI tools such as Claude, plus the ability to run renewal conversations and communicate clearly with contractors.
• Must be based in the United States.

Nice to have

• Experience in construction, field services, or another industry where customers are not desk-based.
• Basic SQL or willingness to learn it.
• Experience with product analytics tools such as Amplitude.

Culture & Benefits

• Fully remote work in the United States with no office or hybrid schedule.
• Medical, dental, and vision coverage through Aetna.
• Flexible Spending Accounts, Teladoc virtual care, One Medical membership, and Kindbody family-building support.
• Employee Assistance Program, 401(k) through Empower, and pre-tax commuter benefits for employees based in the San Francisco office.
• Opportunity to shape the first dedicated retention function at hirify.global.