TL;DR

Customer Success Manager (Digital): Leading and coaching a team of CSMs managing a large SMB customer portfolio with an accent on driving product adoption, retention, renewals, and expansions at scale. Focus on understanding customer workflows, documenting repeatable success playbooks, and improving customer engagement and adoption using data and CS tools.

Company

%hirify_global% builds uncomplicated service software that delivers exceptional customer and employee experiences.

What you will do

Lead and coach a team of CSMs managing a large SMB customer portfolio.
Drive product adoption, retention, renewals, and expansions at scale.
Define and execute scalable engagement models (tech-touch / low-touch / high-touch).
Monitor product usage and customer health to identify risks and growth opportunities.
Partner with Product, Sales, Pre-Sales, Marketing, and Support to drive outcomes.
Own key metrics: Adoption, Retention, NRR, Churn, NPS/CSAT.

Requirements

Proven ability to act as a strategic trusted advisor.
Strong communication, presentation, and articulation skills.
Self-starter with the ability to manage diverse customer portfolios.
Ability to report and share customer status regularly.
Bachelor’s Degree in Computer Science or Business preferred.
10+ years of experience in Customer Success or SaaS customer-facing roles.
People management experience leading Customer Success teams.
Experience working in SMB or high-volume SaaS environments.

Culture & Benefits

Environment enables everyone to find their true potential, purpose, and passion.
Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
Committed to providing equal opportunity.
Diversity in the workplace creates a more vibrant, richer environment.

Manager - Customer Success (Digital)