Customer Success Manager (Mid-Market)

TL;DR

Customer Success Manager (SaaS): Owning relationships with mid-market automotive repair businesses, driving value realization, retention, and expansion for a cloud-based platform. Focus on proactive engagement, strategic advisory, cross-functional collaboration, and scaling Customer Success processes.

Location: Remote (USA). Travel is an expected part of every role, including several times a year for team and company-wide offsites.

Company

hirify.global is an all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

What you will do

• Own relationships across a strategic book of 40-60 Mid-Market accounts, acting as the primary hirify.global coach and strategic advisor.
• Drive customer results through proactive engagement and success planning.
• Partner cross-functionally with Onboarding, Support, Product, and Sales to ensure a seamless customer journey.
• Travel to Multi-Shop Organization (MSO) customers as needed.
• Assist in building processes and assets to scale the Customer Success organization.
• Proactively identify and mitigate churn, representing the voice of customers in product development.

Requirements

• 3-5 years of industry or B2B SaaS experience, ideally working with a book of 40-100 accounts.
• Strong relationship management and escalation management skills.
• Ability to assess customers' organizational structure to drive value.
• Self-motivated, detail-oriented, data-driven, and customer-centric approach.
• English: B2 required.

Nice to have

• Shop Management System experience.
• Bachelor's Degree.

Culture & Benefits

• Flexible remote work options with intentional in-person collaboration and company offsites.
• Competitive base salaries and generous Paid Time Off, including maternity, parental bonding, and medical leave.
• Comprehensive health benefits (Medical, Dental, Vision, Prescription) with 100% employee-only premiums covered.
• Free, confidential counseling through BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Wellness stipends and a home office setup bonus after one year of employment.
• Support for continuing education and professional development.