Senior Customer Success Manager (SaaS)

Location: Hybrid at the client site in the greater Nashville area, with onsite work Monday–Thursday; United States.

Base salary: $90,000–95,000 USD annually.

Company

hirify.global provides technology solutions and related services that help clients improve adoption, customer experience, and business outcomes.

What you will do

• Own post-sales client relationships, consultative onboarding, solution implementation, configuration, and adoption.
• Coordinate installations, project management, product training, troubleshooting, and client support.
• Analyze usage, engagement, results data, KPIs, and customer sentiment to improve adoption and satisfaction.
• Coordinate ITG resources and collaborate with sales on pilots, renewals, expansion opportunities, and client advocacy.
• Communicate adoption trends, user success stories, and best practices to clients and present to key stakeholders.
• Represent the client voice in sales processes, product improvements, and the product roadmap.

Requirements

• 5+ years of experience in technology customer service, ideally in an agency or SaaS environment.
• 3+ years managing enterprise or strategic accounts, with demonstrated success in customer retention and account growth.
• Strong technical and non-technical project management experience.
• Experience supporting customers or training users on company products.
• Experience using reporting tools and dashboards such as Monday, Planhat, Asana, and Jira.
• Ability to translate product value for technical and non-technical audiences and present to key stakeholders.
• Exceptional communication, organization, collaboration, attention to detail, empathy, and problem-solving skills.
• Proactive, inquisitive approach to understanding challenges, identifying root causes, and finding improvement opportunities.

Nice to have

• Retail, agency, or MarTech industry experience.
• Bachelor’s degree.

Culture & Benefits

• Hybrid schedule with onsite work Monday–Thursday at the client site.
• Unlimited PTO after 90 days of employment.
• 10 paid holidays plus a day off for the employee’s birthday.
• Medical, dental, and vision benefits.
• 401(k) with employer matching after one year of service.
• Referral bonus and discounts on entertainment, hotels, travel, shopping, and more.

Hiring process

• Submit an application; the team will follow up with interested candidates.
• For US-based roles, employment eligibility is verified through E-Verify.