Customer Success Manager I - SMB (Home Services)

TL;DR

Customer Success Manager I - SMB (Home Services): Own the success and health for a Home Services segment of hirify.global’s small business customers, driving engagement and mitigating churn with an accent on increasing product adoption, achieving business objectives, and identifying upsell/cross-sell opportunities. Focus on building strong customer relationships, acting as a trusted advisor, and relaying feedback to product and engineering teams.

Location: Onsite in Lehi, Utah, 5 days a week

Company

hirify.global is a recognized startup providing an AI lead conversion and communication platform to help local businesses thrive.

What you will do

• Serve as the primary post-sales point of contact for a variety of small business customers.
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of hirify.global products.
• Identify opportunities for upselling and cross-selling within existing accounts.
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Develop a deep understanding of each customer's business objectives and offer solutions to optimize their usage.
• Act as a customer advocate within the company, relaying feedback to the product and engineering teams.

Requirements

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry.
• Strong communication and interpersonal skills, with excellent problem-solving and analytical abilities.
• Technically adept and able to grasp complex software concepts quickly.
• Empathetic and customer-centric mindset, committed to driving customer success.
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals.
• Collaborative team player with the ability to work cross-functionally to achieve common objectives.

Nice to have

• Experience with customer success platforms and tools.
• Familiarity with CRM and customer support software.
• Knowledge of online reputation management and customer feedback processes.

Culture & Benefits

• Work 5 days a week in the HQ building in Lehi, UT, which includes a gym and subsidized onsite child care center.
• Open and transparent culture guided by operating principles.
• Life insurance, long and short-term disability coverage.
• Paid maternity and paternity leave, and fertility benefits.
• Generous vacation time, plus three 4-day summer holiday weekends.
• Excellent medical, dental, and vision benefits and a 401k Plan.