Account Manager (SaaS)

TL;DR

Senior Account Manager (SaaS): Driving growth and retention for hospitality clients using Smartchat by optimizing operations and guest communication. Focus on structuring knowledge bases for chatbots, redesigning customer support workflows, and transforming reactive tasks into scalable processes.

Location: Hybrid (Europe) with frequent opportunities to meet up.

Company

hirify.global is a rapidly growing B2B SaaS company in hospitality tech, helping lodging providers boost revenues and direct bookings globally.

What you will do

• Own client relationships post-onboarding, acting as a strategic partner to drive long-term success and retention.
• Conduct structured check-ins to monitor satisfaction, usage, and account health, identifying and addressing churn risks.
• Analyze usage and performance data to uncover adoption opportunities and measurable improvements.
• Drive feature adoption and advise clients on guest communication strategies, including redesigning workflows and defining standards.
• Transform fragmented, manual operations into structured, scalable support systems.
• Collect structured feedback to contribute to product improvements and development.

Requirements

• Strong experience in Account Management or Customer Success.
• Experience training and instructing chatbots, including structuring knowledge bases and optimizing AI performance.
• Proven ability to consult on operational processes, especially customer support workflows.
• Analytical mindset comfortable with usage and performance data.
• Excellent communication skills in Italian and English.
• Experience with CRM tools like HubSpot.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience in SaaS or hospitality tech environments.

Nice to have

• German language skills.

Culture & Benefits

• Work in a crucial role within a small, fast-moving, high-performing team.
• Enjoy a collaborative environment free from jerks and ego-maniacs.
• Opportunities for continuous growth and challenging the status quo.
• Remote working with frequent team-building events and meetups.
• Competitive salaries and performance-based bonuses.
• Access to leading software to automate repetitive tasks.