SMB Customer Success Manager (SaaS)

Location: Remote within the United States

Compensation: $85,000–$90,000 OTE, depending on experience, qualifications, and fit.

Company

hirify.global provides an order engine for wholesale distributors, centralizing customer communication and helping distributor teams increase orders, adoption, and retention.

What you will do

• Manage the customer lifecycle for SMB distributors, including adoption, nurturing, optimization, renewal, and expansion.
• Develop strategic success plans with objectives, milestones, and success metrics aligned with customer goals.
• Drive product usage and value realization through best-practice, workflow, and optimization guidance.
• Monitor account health, mitigate churn risks, forecast renewals, and report expected renewal and downgrade trends.
• Conduct business reviews and check-in meetings to evaluate performance and identify upselling opportunities.
• Collaborate with sales, product, and support teams while representing the Voice of the Customer in product improvements.

Requirements

• At least 2 years of Customer Success experience with SMB organizations in SaaS, construction, distribution, or technology.
• Experience managing a book of business with SMB customers and building relationships with key decision-makers.
• Knowledge of the customer journey, including onboarding, adoption, retention, and expansion.
• Strong presentation, written, and verbal communication skills, including communication with C-suite stakeholders.
• Organized, analytical, able to manage competing priorities, and effective in a fast-paced team environment.
• Ability to work remotely from the United States.

Nice to have

• Experience in construction or wholesale distribution.
• Previous experience working in a remote environment.
• Familiarity with SaaS application requirements.

Culture & Benefits

• Collaborative, customer-focused, and fast-paced working environment.
• Quarterly performance bonus tied to KPIs.
• Equity package.
• Health, dental, vision, life, short- and long-term disability, 401(k), and employee assistance program benefits.
• Flexible PTO with no preset limits.
• Yearly education stipend for professional development.