Customer Success Specialist, SMB (SaaS)

Location: Hybrid position requiring two days per week in the downtown Mexico City, Reforma-area office. Candidates must have the legal right to work in Mexico without sponsorship now or in the future.

Company

hirify.global is a high-growth, PE-backed SaaS company providing a risk intelligence and response platform used by more than 4,000 clients to protect people and assets.

What you will do

• Manage relationships with SMB customers as a product expert and drive platform adoption.
• Support customer health, retention, renewals, and account growth through adoption, cross-sell, and upsell opportunities.
• Host customer webinars, facilitate collaboration, and manage customer touch points through automated processes.
• Evaluate account health and risk across a large book of business.
• Partner with Customer Support on escalations requiring strategic oversight and respond to inquiries within one business day.
• Track customer communications and data in Gainsight and Salesforce while collaborating with Customer Success, Support, Marketing, Sales, Business Development, Software Development, and Product Management.

Requirements

• 2+ years of experience in customer success management or account management.
• Experience in a SaaS or technology environment is strongly preferred.
• Bilingual English and Spanish communication skills are required.
• Strong organization, prioritization, time management, listening, verbal, and written communication skills.
• Ability to manage a large volume of accounts independently in a fast-paced environment.
• Legal right to work in Mexico without current or future sponsorship.

Nice to have

• Experience with Salesforce or HubSpot.
• Experience with customer implementation and software adoption.
• Experience testing and implementing innovative customer engagement ideas.

Culture & Benefits

• Customer-focused culture built around collaboration, simplicity, accountability, and keeping people safe and informed.
• Competitive base salary and annual company bonus.
• Employer-paid medical, dental, and vision coverage.
• Parental leave, Christmas bonus, generous vacation, and holiday policy.
• Monthly work-from-home stipend and required equipment provided.
• Language immersion, mentorship, technical talks, and personalized career development support.