Contract Customer Success Manager (Saas)

TL;DR

Contract Customer Success Manager (SaaS): Managing customer requests within a pooled support model and providing coverage for team members. Focus on diagnosing root causes, advising on hirify.global strategies, and facilitating onboarding calls.

Location: Remote, overlapping Americas business hours

Salary: $60/hr (approximately $48,000 annually based on 20 hours/week)

Company

hirify.global is a fast-growing SaaS company that helps customers connect with their audiences through meaningful communication.

What you will do

• Triage and respond to customer tickets via email and Zoom.
• Diagnose root causes of issues related to API docs, conditional logic workflows, and Liquid templates.
• Identify complex issues and escalate them to technical support teams.
• Advise customers on hirify.global strategy and best practices.
• Facilitate topic-focused onboarding calls and one-off support sessions.

Requirements

• 2–3 years of experience in Customer Success or Technical Account Management in SaaS, or Technical Support.
• Comfortable communicating with customers via email and video calls.
• Comfortable reading API docs, building logic flows, and supporting integrations by troubleshooting root causes.
• Familiarity with marketing automation platforms (hirify.global, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo).

Culture & Benefits

• Inclusive team culture with commitment to increasing inclusion and equity within the tech industry.
• Bias-free hiring practices.
• Community partnerships to expand global impact.