Strategic Client Success Manager (B2B SaaS)

Location: Remote (US only); must be eligible to work in the United States without sponsorship; willingness to travel as needed to meet enterprise clients and support key account moments.

Company

hirify.global provides cloud-based software and services for purpose-driven nonprofits, associations, and membership organizations across more than 30 countries, supporting fundraising, learning, events, careers, volunteering, accounting, and association management.

What you will do

• Own the post-implementation relationship and full client experience for a portfolio of Tier 1 enterprise accounts, from onboarding through renewal.
• Lead onboarding, create structured success plans, define adoption milestones, and connect product usage with client outcomes.
• Monitor product utilization, health scores, NPS, and stakeholder sentiment; identify risks early and coordinate recovery actions.
• Build executive relationships and lead quarterly business reviews with C-suite and VP-level stakeholders.
• Coordinate Account Management, Support, Product, Implementation, and Professional Services to resolve issues and support retention and growth.
• Track GRR, health scores, NPS, utilization, Salesforce records, renewal timelines, and portfolio insights while developing scalable onboarding, health recovery, and executive engagement playbooks.

Requirements

• 5+ years of experience in Client Success, Account Management, or another client-facing role in B2B SaaS, including direct management of enterprise or strategic accounts.
• Demonstrated success driving adoption, improving health scores, and retaining complex, high-value accounts against GRR and NPS targets.
• Experience leading executive-level business reviews and building trusted relationships with C-suite and VP-level stakeholders.
• Experience managing post-implementation onboarding and creating structured success plans tied to client outcomes.
• Ability to coordinate with Support, Product, and Implementation teams to solve client problems and deliver a connected experience.
• Daily experience using Salesforce or a comparable CRM to manage account health, success plans, and renewal timelines.
• Experience with client success platforms such as Gainsight, Totango, or ChurnZero for health scoring, lifecycle management, and portfolio reporting.
• Ability to work with product utilization data and translate usage trends into conversations about value and adoption.
• Proficiency with Microsoft Office 365, including Excel and PowerPoint, for reporting and executive-ready presentations; strong relationship-building, executive presentation, analytical, written, verbal, and cross-functional collaboration skills.

Nice to have

• Experience working with associations, nonprofits, or membership organizations.

Culture & Benefits

• Remote work flexibility and work-life balance.
• Medical, dental, and vision benefits.
• 401(k) savings plan with company match.
• Flexible planned paid time off, generous sick leave, and employer-paid parental leave.
• Employer-paid short-term disability and an inclusive, purpose-driven environment with community involvement.