Manager, Customer Outcome Management (SaaS)

Location: Remote within the United States; travel to customer events as needed. hirify.global is remote first, with an office available when needed.

Base salary: $70,000–$80,000 annually, plus eligibility for a company performance bonus.

Company

hirify.global develops cloud-based SaaS facility maintenance and management software that helps education, property management, manufacturing, and other customers streamline processes, improve asset productivity, and turn insights into results.

What you will do

• Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team.
• Own retention, adoption, satisfaction, account health, renewal risk, and performance outcomes across the COM book of business.
• Conduct weekly one-on-ones, bi-annual performance reviews, coaching, and skill-building for direct reports.
• Escalate and resolve at-risk accounts and complex customer situations while coaching COMs on executive relationships and customer value.
• Partner with Account Management, Sales, Enterprise Customer Management, and CSM teams on expansion opportunities, process alignment, and implementation handoffs.
• Improve retention and adoption strategies, maintain account records in Planhat, Salesforce, and other systems, and support hiring, onboarding, and training.

Requirements

• 4+ years of experience in customer success, account management, or a similar client-facing SaaS role focused on retention and adoption.
• 2+ years of people management experience, ideally leading customer-facing teams.
• Proven success improving retention, renewal, or customer health metrics.
• Ability to coach and develop team members at varying experience levels.
• Ability to build rapport with customer executives and decision-makers.
• Ability to analyze usage data and account health trends and translate them into action.
• Knowledge of hirify.global software or the ability to learn it quickly; experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel.
• Excellent written, verbal, presentation, negotiation, organizational, and prioritization skills.
• Flexibility to occasionally work outside hirify.global standard operating hours and alignment with the values of Excellence, Teamwork, and Integrity.

Culture & Benefits

• Remote-first work with a flexible schedule and one annual all-company event; candidates must be located in the United States.
• Company-paid health, dental, vision, disability, and life insurance, plus a 401(k).
• Generous PTO and UTO policies.
• Company-sponsored laptop and headset, up to $500 for home-office equipment, and $60 per month toward home internet.
• Collaborative, transparent, close-knit culture focused on continuous improvement and work-life balance.