Customer Success Manager

TL;DR

Senior Customer Success Manager (SaaS): Driving customer value, maximizing retention, and uncovering opportunities for growth in high-value accounts with an accent on renewals, strategic upsells, and consultative relationship management. Focus on meeting revenue targets, mitigating churn risks, and fostering long-term customer satisfaction.

Location: Remote in Dublin, Ireland; Toronto, Ontario, Canada; or Denver, USA.

Compensation Range: €50K - €70K (Total OTE: Base + Variable), CA$80K – CA$110K (Total OTE: Base + Variable), $75K – $100K (Total OTE: Base + Variable).

Company

hirify.global specializes in providing APIs to developers for integrating email, calendar, and contact management features into applications securely and effectively.

What you will do

• Own high-value customer accounts, ensuring successful and timely renewals while identifying and closing upsell opportunities to meet or exceed assigned revenue targets.
• Proactively build and execute strategic account plans, mapping key stakeholders and defining growth strategies to drive customer satisfaction and long-term expansion.
• Use data-driven insights and usage metrics to prioritize customer outreach, detect churn risks, and identify accounts most likely to benefit from new features or expanded services.
• Engage decision-makers, champions, and influencers in renewal and upsell conversations, developing strong relationships with executive stakeholders.
• Lead end-to-end renewal negotiations, preparing proposals, addressing objections, and securing commitments to maximize retention and growth.
• Conduct regular customer check-ins, Quarterly Business Reviews (QBRs), and ongoing touchpoints to strengthen relationships and demonstrate ROI.
• Maintain accurate, up-to-date records of activities, forecasts, and pipeline opportunities in the CRM system.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure seamless handoffs and address customer needs.
• Advocate for customers internally by surfacing feedback, identifying feature gaps, and partnering with Product and Engineering teams.

Requirements

• 5+ years of B2B SaaS experience in customer success, account management, or a quota-carrying customer-facing role.
• Proven track record of meeting or exceeding renewal and expansion sales quotas, with direct experience negotiating, closing, and managing complex opportunities.
• Demonstrated ability to own and grow a book of business, balancing retention and expansion priorities while maintaining high customer satisfaction.
• Strong consultative selling skills and experience managing relationships with technical audiences (e.g., CPOs, VPs of Engineering, senior IT leaders).
• Excellent written and verbal communication skills, with the ability to clearly articulate value propositions and influence key decision-makers.
• High degree of organization and ownership, with a track record of managing multiple accounts, timelines, and priorities simultaneously.
• Experience using CRM tools (e.g., Salesforce, HubSpot) to maintain accurate forecasts, manage pipelines, and report on performance metrics.
• Data-driven mindset with the ability to analyze customer health and usage metrics to proactively mitigate churn risk and identify upsell opportunities.
• Desire to thrive in a dynamic, fast-growing environment, and eagerness to contribute to a collaborative team culture.
• Must be located in or able to work from a state/province where hirify.global is registered (Dublin, Ireland; Toronto, Ontario; Denver, USA).
• Visa sponsorship may not be available in certain remote locations.

Nice to have

• Experience at a SaaS startup, especially in roles focused on revenue retention, renewals, and growth.

Culture & Benefits

• Collaborative, proactive, and results-oriented Customer Success team focused on driving customer value.
• Opportunity to work with high-value customer accounts and build trusted relationships.
• Play a critical role in the financial health and long-term success of hirify.global.
• Thrive in a dynamic, fast-growing environment.

Hiring process

• Round 1: 30-minute Google Meet discussion with the Manager, Customer Success.
• Round 2: 60-minute take-home assignment followed by a 60-minute Google Meet panel discussion.
• Round 3: 45-minute Google Meet interviews with 3-4 team members (max 4 hours).
• Candidates are encouraged to discuss knowledge, skills, experience, and showcase work examples, outlining the "what," "why," and "how" behind their contributions.