Customer Success Manager, Solutions - East Coast (SaaS)

Location: Fully remote within the United States, with an East Coast focus

Base salary: $87,500–$118,200 per year; bonus eligible

Company

hirify.global is a SaaS platform for virtual waitlists, scheduling, real-time updates, messaging, and analytics, trusted by more than 10,000 companies.

What you will do

• Oversee and improve automated onboarding and AI-powered support experiences.
• Manage renewals, upsells, downgrades, retention, and risk across the Mid-Market customer portfolio.
• Serve as the senior human contact for complex business logic, technical questions, and critical use cases.
• Lead configuration consultations and help customers integrate hirify.global into their operations.
• Analyze customer behavior, churn trends, support patterns, and feature gaps.
• Partner with Product and internal teams to influence product improvements and operational workflows.

Requirements

• 5+ years of experience in Customer Success, account management, commercial SaaS renewals, or high-touch customer experience operations.
• Experience managing renewals, retention, expansion, and customer risk, with a strong understanding of Net Revenue Retention.
• Strong technical aptitude and ability to diagnose complex issues, identify root causes, and develop practical solutions.
• Excellent written and verbal English communication skills, including the ability to explain complex concepts clearly.
• Must be eligible to work remotely from the United States.

Culture & Benefits

• Flexible working hours, autonomy, and a collaborative, supportive work environment.
• Health, dental, and vision insurance.
• Unlimited paid time off and work-life balance support.
• 401(k) plan with a 6% company match and no vesting period.
• Health Savings Accounts, Flexible Spending Accounts, disability insurance, and life insurance.
• Tuition reimbursement, wellness rewards, employee discounts, and professional development opportunities.