Senior Customer Success Manager (SaaS)

Location: Remote within the United States

On-target earnings: $139K–$167K, including commission.

Company

hirify.global builds customer support software used by more than 10,000 companies and is developing AI-enabled tools for customer experience teams.

What you will do

• Own a book of 80–100 accounts, from onboarding handoff through adoption, renewal, and retention, representing approximately $4M in recurring revenue.
• Build multi-threaded relationships with users, executives, and decision-makers, aligning customer goals with hirify.global capabilities.
• Lead executive business reviews and regular check-ins, identify adoption opportunities, and monitor account health.
• Detect risks such as declining usage or communication, escalate early, and coordinate recovery plans with internal partners.
• Own renewals and retention while surfacing expansion opportunities for the expansion team.
• Share customer insights with Product, onboarding, Support, Sales, and other cross-functional teams, while documenting workflows and best practices.

Requirements

• 5+ years of Customer Success experience in SaaS, including experience with SMB, mid-market, strategic, or enterprise customers.
• Experience managing 50+ accounts with a consistent customer engagement cadence.
• Demonstrated results in renewals, retention, or net dollar retention.
• Ability to advise executives, manage difficult renewal or recovery conversations, and build relationships across customer organizations.
• Strong collaboration skills with Product, Support, Sales, account executives, and account managers.
• Comfort working in evolving environments, learning complex software, and using AI tools to reduce manual work.

Culture & Benefits

• Fully remote work environment with flexible time off and employee-selected holidays.
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care.
• Home-office stipend and coworking stipend of up to $300 per month.
• $1,800 annual professional development stipend.
• Top-tier health insurance for employees and dependents in the U.S. or Canada.
• Visa sponsorship is not available; teammates must already be authorized to work from their home country. Roles outside the U.S. and Canada are engaged through country-specific independent-contractor agreements.

Hiring process

• Recruiter chat, followed by a role and experience discussion with the Customer Enablement Lead.
• Paid take-home project, team conversation, and final discussion with the VP of Customers.
• Three references requested, ideally including two managers.