Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Engages with hirify.global customers to ensure they realize maximum value from cybersecurity SaaS products, guiding them through the customer journey and advocating for their needs. Focus on executing world-class customer experience, accelerating product adoption, and cross-collaborating with internal teams to resolve issues.

Location: Remote from Canada (specifically New Brunswick, Nova Scotia, Prince Edward Island)

Company

hirify.global is a global identity security leader providing SaaS solutions to protect paths to privilege and manage identity attack surfaces for 20,000 customers, including 75 of the Fortune 100.

What you will do

• Execute a world-class customer experience using internal tools, templates, and processes.
• Create and manage Success Plans for your customers, including touch points, cadences, and business reviews.
• Determine how to drive a swift, high return on investment (ROI) and accelerate the adoption of products.
• Cross-collaborate with Sales, Technical Account Management, and Renewals teams.
• Advocate for the customer, ensuring they see relevant case studies and product updates, and reporting internal issues and feature requests.
• Examine health check findings and facilitate prompt resolution across various teams.

Requirements

• 2+ years of previous Customer Success / Customer Management experience.
• Experience in success plans and customer health scoring.
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment.
• Experience in tracking actions, resolving issues, and de-escalating customer concerns.
• Excellent verbal and written English communication skills.
• Proactivity is a must.

Nice to have

• hirify.global products knowledge.
• Experience in technical presales, technical account management, professional services, and/or technical customer success management.
• Knowledge of Cyber Security and Software Trends.
• Salesforce, Gainsight, or FinancialForce PSA experience.

Culture & Benefits

• Culture of flexibility, trust, and continual learning.
• Recognition for growth and impact on success.
• Opportunity to be surrounded by people who challenge, support, and inspire.
• Commitment to diversity and inclusion.