Manager, Customer Success Management (SaaS)

Location: USA - Remote

Salary: $125,000–$155,000 USD per year, plus participation in a discretionary bonus plan.

Company

hirify.global provides an Intelligent Network Operations platform that helps enterprises automate, secure, and optimize network management with AI-driven capabilities.

What you will do

• Lead, coach, and develop a team of 4–7 pooled Customer Success Managers serving a shared customer portfolio.
• Manage workload distribution, queue coverage, capacity, portfolio reviews, renewal readiness, and customer risk reviews.
• Build standardized customer lifecycle plays covering onboarding confirmation, adoption checkpoints, value milestones, and pre-renewal reviews.
• Own retention performance and partner with Renewals and Sales on renewal strategy, expansion routing, and risk mitigation.
• Define operating standards for response times, escalations, handoffs, documentation, CRM accuracy, and account health tracking.
• Use portfolio metrics and automation opportunities to improve team capacity, customer outcomes, and operational scalability.

Requirements

• 5+ years of experience in B2B SaaS, including 3+ years in Customer Success or account management.
• 2+ years managing or leading Customer Success Manager teams.
• Experience with pooled, shared, or scaled customer coverage models, or demonstrated ability to build one.
• Strong knowledge of renewal strategy, retention management, risk identification, repeatable plays, and operating standards.
• Analytical ability to translate portfolio signals into prioritized team action and manage through systems and data.
• Must be based in the USA and meet U.S. employment eligibility requirements.

Culture & Benefits

• Remote work environment with globally distributed teams.
• Culture focused on collaboration, integrity, transparency, ownership, and continuous improvement.
• Opportunity to work on critical network infrastructure for large enterprises.
• Discretionary bonus plan in addition to base salary.
• hirify.global participates in the U.S. E-Verify program for employment eligibility verification.