Manager, Customer Success

Location: Remote within the US, aligned with CST and North American time zones

Salary: $135,000–$140,000 per year, plus equity and bonus

Company

hirify.global develops open, composable products for network automation, including NetBox Enterprise, NetBox Cloud, and the open-source Orb network observability platform.

What you will do

• Lead, coach, and grow an Americas CSM team initially covering North America and LATAM.
• Define CSM standards, cadences, success plans, QBRs/EBRs, escalation paths, and account coverage models.
• Build and maintain playbooks for strategic accounts and digital-led programs for smaller accounts.
• Drive adoption, usage, customer health, value realization, and expansion signals across mid-market and enterprise accounts.
• Partner with Renewals, Sales, Support, Solutions Engineering, and Product on customer risks, expansion opportunities, escalations, and feedback.
• Improve the use and quality of CS platforms and account data, including HubSpot and Pylon.

Requirements

• 5+ years of Customer Success experience in a B2B SaaS company, including 2+ years managing or formally leading CSMs.
• Proven ability to coach and develop CSMs, including examples of promotions or progression into larger roles.
• Hands-on experience managing mid-market and enterprise accounts with executive-level relationships.
• Comfort working with technical products and network or infrastructure engineering buyers.
• Experience building playbooks, cadences, and metrics from scratch at a growing company.
• Based in the Americas and able to work across North American time zones.

Nice to have

• Experience with network automation, infrastructure, or DevOps tooling.
• Exposure to NetBox or open-source and product-led companies.
• Familiarity with HubSpot, Pylon, or similar CRM, customer success, and support platforms.
• Experience supporting LATAM customers; Spanish or Portuguese is a plus.
• Experience designing digital-led or scaled Customer Success programs.

Culture & Benefits

• Fully remote work within the US.
• Equity and bonus included in the compensation package.
• Community-oriented approach connecting open-source contributors, users, customers, and employees.
• Focus on simplicity, clear communication, ownership, and attention to detail.
• Equal opportunity workplace with accommodation available during the hiring process.