Manager Customer Success

TL;DR

Manager Customer Success: Lead and develop a Customer Success team to drive retention, adoption, and revenue growth in a B2B SaaS environment with an accent on strategic account management and operational excellence. Focus on coaching, data-driven decision making, and cross-functional collaboration to scale customer success globally.

Location: Hybrid in Austin, TX, onsite 4 days per week

Company

hirify.global automates IT endpoint management for over 30,000 customers, focusing on visibility, security, and control with a leading SaaS platform.

What you will do

• Hire, lead, mentor, and develop a team of Customer Success Managers with clear KPIs and performance targets.
• Manage a portfolio of customers ensuring high satisfaction, retention, and executive-level relationships.
• Analyze product usage and customer feedback to identify trends and risks, driving adoption and reducing churn.
• Develop strategic plans for renewals, cross-sell, and up-sell opportunities collaborating with Sales, Marketing, Product, and Support teams.
• Utilize Salesforce for tracking activities, forecasting, and reporting to senior management.
• Act as a customer advocate resolving escalations and promoting customer loyalty.

Requirements

• Location: Hybrid in Austin, TX with onsite presence 4 days per week
• English: Fluent with excellent written and verbal communication skills
• 3+ years experience in Account or Customer Success Management in B2B SaaS
• 2+ years proven people leadership managing customer-facing teams
• Experience with Salesforce required
• Strong consultative, analytical, and organizational skills

Culture & Benefits

• Collaborative, kind, and curious community culture
• Hybrid remote work with flexibility
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan
• Unlimited paid time off
• Opportunities for growth and advancement

Hiring process

• Application review and consideration for qualified candidates outside Chicago city limits
• Interviews assessing leadership, strategic, and customer success skills
• Evaluation of cultural fit and alignment with company values