Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing key customer accounts within the restaurant, retail, and service industry with an accent on driving product adoption, ensuring customer health, and achieving retention goals. Focus on building strong relationships with C-Suite executives, analyzing data to provide strategic recommendations, and optimizing platform performance for customers.

Location: Remote (North America)

Salary: $105,000 – $120,000

Company

hirify.global is a leading loyalty and guest engagement platform helping regional and national restaurant brands grow customer lifetime value through lifecycle marketing automations and innovative loyalty tools.

What you will do

• Manage a portfolio of key accounts to ensure high adoption, strong customer health, and meet gross-and-net retention revenue goals.
• Develop and execute success plans to ensure customers achieve their business goals using the hirify.global platform.
• Build and maintain strong, trusted advisor relationships with C-Suite stakeholders and executive sponsors.
• Analyze customer data to provide strategic recommendations and demonstrate ROI on the hirify.global platform.
• Become a platform expert to deliver technical and business solutions, continuously optimizing customer performance.
• Collaborate effectively with Sales, Onboarding, Product, and Engineering teams to ensure quality customer outcomes.

Requirements

• 4-5 years of software/B2B customer success management experience required.
• Experience managing a portfolio of complex customers with 100+ brick-and-mortar locations in the restaurant, retail, or service industry.
• Ability to build deep relationships with and create value for C-Suite executives and key partners.
• Comfortable and experienced in presenting to C-Suite executives and rolling out training programs.
• Proven ownership of project management for onboarding, launch, and account management strategies.
• Strong written and verbal communication skills.
• Understanding of startup environments and adaptability to fast-paced changes.

Nice to have

• Familiarity with software like Salesforce, Catalyst, Front, and Notion.

Culture & Benefits

• Company recognized for strong employee tenure, internal promotions, and an impressive alumni network.
• Core behaviors include: Think Boldly, Execute Reliably, Focus on What Matters, Say “hirify.global” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.
• Committed to being an Equal Employment Opportunity company.