Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading a customer success team to drive customer satisfaction, retention, and lifetime value through strategic initiatives and data-driven insights. Focus on preventing customer attrition, managing escalations, and scaling customer success processes within a SaaS environment.

Location: Remote

Company

hirify.global is a global provider of reporting, analytics, and performance management solutions that empower over 32,000 organizations with financial intelligence.

What you will do

• Lead and mentor a team of customer success professionals to deliver exceptional service, driving strong customer retention, expansion, and adoption.
• Develop and implement effective customer success strategies to increase customer lifetime value and improve overall health scores.
• Leverage reporting to develop data-driven insights and success plays for proactive customer attrition prevention, including NPS and at-risk programs.
• Sponsor customer escalations and collaborate with internal teams to address issues and champion customer needs.
• Partner with peers to scale processes in onboarding, training, success management, support, and customer advocacy.
• Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams.

Requirements

• Experience in Customer Success at a SaaS company, specifically in a management capacity.
• Bachelor's Degree in a related field or equivalent experience.
• Experience integrating acquired companies and teams into a success model.
• Experience segmenting customers and providing different levels of outreach, from tech touch to personalized interaction.
• Experience in both on-premise and cloud-based success models.
• Ability to travel up to 25%.

Nice to have

• Working knowledge with reporting and analytics solutions.
• Experience in financial, accounting, or ERP software.
• Experience that included resolution and escalation management.

Culture & Benefits

• Operate in a fast-paced environment with a focus on achieving results.
• Engaging presence, quickly establishing rapport and building relationships with partners and clients.
• Work cross-functionally to achieve team and individual goals.
• Strong communication skills to effectively interact with customers and internal partners.
• Commitment to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, or other protected class.