Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Manage strategic customer relationships and drive adoption, retention, and value delivery for mid-market and enterprise accounts with an accent on customer engagement, risk mitigation, and cross-functional collaboration. Focus on delivering measurable outcomes, resolving complex escalations, and supporting internal process improvements.

Location: Remote (USA)

Salary: $139,440–$164,000 USD

Company

hirify.global is a product company specializing in AI-driven SaaS solutions.

What you will do

• Manage strategic customer relationships post-sale focusing on adoption, retention, and value delivery
• Lead success planning and deliver outcome-oriented QBRs/EBRs aligning customer goals with platform capabilities
• Drive platform adoption and feature engagement through best practices and education
• Monitor account health using data-driven insights and proactively mitigate risks
• Resolve complex escalations with clear communication and focus on long-term trust
• Collaborate cross-functionally with Sales, Engineering, and Support to influence renewal and expansion

Requirements

• Must be fluent in Spanish
• 8+ years in enterprise SaaS with 3+ years in Customer Success or related roles
• Proven experience managing complex customer relationships including executive stakeholders
• Technical familiarity with internet, networking, and security products
• Proficiency with CRM and support tools such as Salesforce and Jira
• Bachelor’s degree in technical field or equivalent experience