Customer Success Manager (SaaS)

Location: Remote in the United States, aligned with CST or MST

Salary: $110K–$120K per year, plus equity and bonus opportunities

Company

hirify.global develops open, composable products for network automation, including open-source NetBox, Orb, NetBox Enterprise, and NetBox Cloud.

What you will do

• Manage a regional portfolio of mid-market and enterprise customers from onboarding through renewal.
• Build customer success plans, run check-ins and success reviews, and drive product adoption and time to value.
• Monitor customer health, identify churn risks early, and support predictable renewals with the Renewals team.
• Build relationships with users, technical stakeholders, and senior decision-makers while identifying product expansion opportunities for Sales.
• Coordinate with Onboarding, Support, Engineering, Product, and Sales to resolve escalations, communicate customer feedback, and influence the roadmap.
• Maintain accurate customer records, follow established playbooks, and recommend improvements based on customer experience.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• Demonstrated experience driving adoption and retention in a SaaS or subscription business.
• Experience working with technical customers and stakeholders, with the ability to explain technical capabilities in terms of business value.
• Ability to support renewal and expansion conversations alongside Renewals and Sales.
• Organized and proactive approach, with the ability to manage multiple accounts simultaneously.
• Clear written and verbal communication skills.
• Experience working cross-functionally in a growing organization.

Nice to have

• Background in infrastructure, networking, DevOps, or automation.
• Experience in a high-growth or scaling SaaS company.
• Experience with open-source software or developer-focused platforms.
• Familiarity with Customer Success platforms and CRM tools.

Culture & Benefits

• Remote work within the United States, aligned with CST or MST.
• Equity and bonus opportunities in addition to base compensation.
• Culture focused on ownership, attention to detail, simplicity, and clear communication.
• Community-oriented environment connecting open-source contributors, users, customers, and the team.
• Equal opportunity workplace with accommodations available during the hiring process.