Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing a book of business for a brand protection platform with an accent on revenue retention, user adoption, and strategic advisory. Focus on driving renewals, identifying expansion opportunities, and acting as the voice of the customer to influence product development.

Location: Must be based in or able to commute to Salt Lake City, UT

Company

hirify.global is a leading platform helping over 1,300 companies fight counterfeits, piracy, and distribution abuse to recover digital revenue.

What you will do

• Manage and grow a dedicated book of business, acting as a strategic advisor to ensure client success.
• Monitor account adoption metrics and intervene with strategies to maximize product value.
• Lead renewal negotiations directly with customers, including stakeholders at the C-suite level.
• Identify and execute expansion opportunities to drive revenue growth within existing accounts.
• Collaborate with internal product teams to advocate for feature improvements based on customer feedback.
• Maintain deep domain knowledge of intellectual property and brand protection trends.

Requirements

• Bachelor’s degree in Law, Business, Finance, or a relevant discipline.
• 3-4 years of experience in customer success, professional services, or customer-facing roles.
• Proven track record in a SaaS environment managing a book of business with successful forecasting.
• Expert negotiation skills with a history of managing upsells and growth.
• Strong data literacy and ability to translate technical concepts for various audiences.
• Excellent communication and presentation skills suitable for executive-level engagement.

Nice to have

• Prior experience with a software solution or SaaS platform.
• Background or studies in Intellectual Property Law.
• Proficiency with Gainsight and Salesforce.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance covered 100% by the employer.
• Employer 401(k) matching contributions.
• Paid parental leave for primary and secondary caregivers.
• Individualized professional development plans and learning culture.
• Access to health and wellness benefits including One Medical, TalkSpace, and Peloton memberships.
• Flexible work environment designed to promote work-life balance.