Manager Customer Success

TL;DR

Manager Customer Success: Leading a high-touch Customer Success team to reduce churn and downsell in a SaaS environment with an accent on customer retention strategies and team performance monitoring. Focus on designing and implementing customer engagement plans, analyzing churn reasons, and driving process improvements.

Location: Remote (US core hours 8 am - 5 pm Mountain Time)

Company

hirify.global is a leading AI-powered customer communications platform used by over 50,000 companies worldwide, delivering real-time insights and automation to improve customer connections.

What you will do

• Lead a high-performance Customer Success team focused on high-touch engagement.
• Monitor KPIs and evaluate team performance to maintain high standards.
• Analyze churn and downsell reasons and implement reduction strategies.
• Drive customer retention activities tailored to client situations.
• Initiate and execute process improvements and new strategies.

Requirements

• Must work US core hours 8 am - 5 pm Mountain Time.
• Bachelor’s degree in a technology-related field and experience in SaaS or high-growth companies.
• 5+ years in customer success or account management with 3+ years in leadership.
• Exceptional English fluency with strong communication and presentation skills.
• Experience with Salesforce, Gainsight, and customer success tools.
• Proven leadership, project management, and operational skills.

Nice to have

• Experience in telecommunications or SaaS providers.
• Familiarity with next-generation enterprise customer success concepts.

Culture & Benefits

• Competitive benefits and robust training programs.
• Inclusive and collaborative office environment.
• Recognized as a Great Place to Work.
• Focus on employee empowerment and continuous evolution.