Customer Success Manager (SaaS)

Location: Remote, United States; listed remote locations include Georgia, Oklahoma, North Carolina, Nevada, Minnesota, Ontario, and Illinois. Travel up to 20% for customer meetings and strategic planning sessions.

Salary: $68,000–$85,000 per year

Company

hirify.global provides end-to-end SaaS solutions for nonprofit organizations and corporate customers, including AI-powered tools focused on social impact.

What you will do

• Own retention targets, forecast renewal likelihood, and surface account risk early enough to execute mitigation plans.
• Build and maintain renewal account plans covering goals, stakeholders, whitespace, and risks.
• Lead adoption meetings, business reviews, and executive business reviews tailored to operational, budget, and executive stakeholders.
• Document success plans, track outcomes, and connect product usage with customer goals and measurable value.
• Manage customer health and adoption trends, build multi-threaded relationships, and serve as the primary account contact.
• Collaborate with Product, Sales, and Support while promoting community resources, tools, and best practices.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a strong strategic component, or equivalent skills.
• Ability to independently own a complex book of business, handling ambiguity with sound judgment without relying on a playbook.
• Experience building and executing success plans, tracking and reporting outcomes, and translating product usage into a repeatable customer value story.
• Experience forecasting renewal risk and likelihood and using forecasts to prioritize account time and mitigation work.
• Strong analytical mindset with experience using customer health data and reporting tools to inform decisions.
• Excellent written and verbal communication skills, including leading business reviews and EBRs, building credibility with director and executive stakeholders, and delivering difficult messages confidently.
• Ability to manage multiple priorities and a complex portfolio in a dynamic, mission-driven environment.
• Unable to consider candidates who require current or future sponsorship for employment authorization.

Nice to have

• Experience supporting nonprofit programs.

Culture & Benefits

• Inclusive, equitable, and mission-driven environment focused on social impact.
• Comprehensive medical, dental, and vision insurance with employer-subsidized premiums.
• Unlimited Flexible Time Off, paid holidays, and dedicated volunteer time off.
• 401(k) plan with a 3% company match for eligible regular and part-time employees.
• Compensation reflects location, skills, experience, and education and may include bonuses, incentives, and equity.