Customer Success Manager – Key Accounts (SaaS)

Location: Remote, Massachusetts, United States

Salary: USD 29.52–50.29 per hour

Company

hirify.global provides software and SaaS solutions for the property management industry.

What you will do

• Develop and execute strategic account plans that connect customer goals and business objectives with measurable value.
• Manage relationships with senior stakeholders across a portfolio of approximately 40 enterprise B2B accounts.
• Lead renewals, forecasting, risk mitigation, upsell, cross-sell, and value-based commercial conversations.
• Analyze customer data, usage trends, performance benchmarks, and account health to identify risks and opportunities.
• Collaborate with Sales, Product, Marketing, Customer Support, and Strategy teams to improve customer outcomes and inform product and go-to-market decisions.
• Manage escalations, maintain Salesforce records and forecasts, and represent the company at customer meetings, industry events, and association conferences with up to 10% travel.

Requirements

• At least 5 years of experience in Customer Success or another revenue-driving, customer-facing role, ideally in a SaaS environment.
• At least 2 years of experience generating, qualifying, negotiating, and closing upsell and cross-sell opportunities.
• At least 5 years of SaaS experience with understanding of subscription economics, customer lifecycle, and value realization.
• Experience managing approximately 40 enterprise-level B2B accounts with complex organizational structures.
• Experience owning renewals and expansions, including forecasting, risk mitigation, and value-based selling in partnership with Sales.
• Experience creating strategic account plans, stakeholder maps, success plans, and roadmap alignment.
• Experience partnering with Sales, Product, Marketing, and Customer Support, influencing without authority, and collaborating in a cross-matrixed environment.
• Proficiency with Salesforce or similar CRM platforms and customer success platforms.
• Ability to analyze customer data, usage patterns, and business metrics; present to executive audiences; manage escalations; and build trusted relationships.
• Strong organizational, time-management, communication, interpersonal, self-motivation, attention-to-detail, and follow-through skills.
• Willingness to attend industry events, trade shows, and association meetings, including evenings or weekends when needed.
• Bachelor’s or master’s degree preferred.

Nice to have

• Industry certifications such as NARPM or CAI.

Culture & Benefits

• Remote work arrangement in the United States.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus, with additional annual bonus and sales incentives available for eligible roles.