Customer Success Manager (B2B SaaS)

Location: USA - Remote

Company

hirify.global provides an Intelligent Network Operations platform that helps enterprises manage, secure, and optimize network infrastructure through automation and AI-driven operations.

What you will do

• Serve customers across a shared portfolio using a prioritized queue based on health signals, product usage, support activity, and renewal timing.
• Deliver onboarding confirmations, adoption checkpoints, pre-renewal reviews, product demonstrations, and other lifecycle touchpoints.
• Guide customers on implementation planning, best practices, usage optimization, and business outcomes.
• Collaborate with Support and Product teams to troubleshoot issues and improve customer experiences.
• Detect churn risks, prepare renewal-readiness updates, and hand off context to Renewals CSMs.
• Maintain accurate documentation and system data in Totango and Salesforce while managing multiple customer conversations.

Requirements

• 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS.
• Technical aptitude and business acumen, with the ability to explain product capabilities and business impact.
• Experience serving multiple customers, prioritizing work by signals, and managing concurrent conversations.
• Excellent written communication and strong documentation habits.
• Experience delivering product demonstrations and conducting structured customer conversations.
• Familiarity with customer success and CRM tools such as Totango or Salesforce.

Nice to have

• Exposure to networking, DNS, DHCP, IPAM, or other infrastructure technologies.
• Experience identifying cross-sell and up-sell opportunities.

Culture & Benefits

• Remote full-time role within a globally distributed organization.
• Collaborative workplace focused on trust, integrity, support, and innovation.
• Customer success work is organized around shared portfolio coverage and team KPIs.
• hirify.global participates in the E-Verify program for employment eligibility verification of new hires based in the USA.