Customer Success Manager (SMB)

TL;DR

Customer Success Manager (SMB): Managing retention and expansion of small and midsize business customers, ensuring they realize the value of the platform with an accent on identifying churn risk and driving strategic intervention plans. Focus on building customer relationships through phone calls and consultative conversations.

Location: Remote - USA

Salary: $80,000 + $35,000 OTC

Company

hirify.global provides the first and only client experience platform for appointment-based, self-care businesses.

What you will do

• Own customer retention by identifying churn risk and driving strategic intervention plans to protect and grow accounts.
• Guide and support customers through proficiency and adoption of each product, ensuring sustained engagement and long-term value realization.
• Engage directly with customers through phone calls and live touchpoints to strengthen relationships, drive alignment, and address concerns in real time.
• Monitor customer health, usage trends, and critical metrics, taking decisive and timely action to mitigate risk and improve outcomes.
• Identify opportunities to expand accounts through upsell and cross-sell motions.

Requirements

• 3+ years of managing a high volume of accounts with a track record of success.
• Technical aptitude to learn the technology platform and offer creative solutions.
• Business acumen to understand what it takes to run a small business.
• Effective EQ with a multi-faceted communication style and sophisticated interpersonal skills.
• Proven ability to multi-task and manage multiple projects at a time.

Culture & Benefits

• Fully remote position with a work from home stipend every month.
• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Family planning resources and specialized support programs.
• Equity: get ahead on the ground floor and grow with hirify.global.
• hirify.global Bucks Learning and Development program allows employees to explore businesses in the market we serve.