Scaled Customer Success Manager (SaaS)

TL;DR

Scaled Customer Success Manager (SaaS): Managing a high-volume customer portfolio, ensuring customers realize the value of the solutions at scale with an accent on data-driven insights and a customer-centric approach. Focus on driving adoption, retention, and growth by providing guidance and best practices to help customers achieve measurable outcomes.

Location: Remote Canada | Remote United States

Company

hirify.global is the global identity security leader protecting Paths to Privilege™.

What you will do

• Manage a portfolio of 100–150 customers across a scaled engagement model.
• Partner closely with Sales to define customer success criteria before contract signature, or collaborate post-sale to determine the best approach for engaging with existing customers to drive adoption.
• Lead customers through the defined adoption plan and hold them accountable to agreed timelines.
• Analyse customer data, product telemetry, and trend patterns to identify risk and opportunity across your book.
• Proactively identify churn risks and drive actions to mitigate them.
• Provide feedback to Product, Sales, and Customer Success teams based on customer trends and market needs.

Requirements

• Experience in Customer Success, Account Management, or a customer-facing role within a SaaS environment.
• Strong multitasking skills and comfort managing a high volume of customers.
• Ability to analyse data sets, spot trends, and translate insights into action.
• Excellent communication and influencing skills - comfortable guiding customers toward their goals, demonstrating return on investment.
• A driven, proactive mindset with a passion for helping customers succeed.
• Highly organized, self-motivated, and adaptable to change.

Culture & Benefits

• Culture of flexibility, trust, and continual learning.
• Be recognized for your growth and for the impact you make on our success.
• Surrounded by people who challenge, support, and inspire you to be the best version of yourself.
• Focus on diversity and inclusion.