Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Driving retention and growth within strategic enterprise customer base with an accent on customer onboarding, post-launch reviews, and quarterly business reviews. Focus on creating tailored success plans, maximizing usage of solutions, and collaborating with sales and product teams.

Location: Remote (US based)

Company

hirify.global is the first complete platform for modern accounting firms and one of the fastest-growing scale-up SaaS companies in the world.

What you will do

• Oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure customer success and satisfaction.
• Work closely with Enterprise customers to understand their business objectives and create a tailored success plan that delivers tangible outcomes.
• Provide guidance to enterprise customers on adopting and maximizing the usage of our solutions, focusing on long-term retention, expansion, and advocacy.
• Collaborate on building and iterating on our renewals process to support our customers.
• Collaborate with Sales and Customer Success Management to uncover and pursue expansion opportunities.

Requirements

• A minimum of 4 years in Customer Success, Renewal Management, or Account Management, with a focus on enterprise-level SaaS customers for at least 2 years.
• Experience in early-stage startups with a willingness to embrace ambiguity and quickly adapt to change.
• Ability to create and refine Customer Success playbooks and processes. Familiarity with HubSpot or Salesforce is required.
• Comfortable analyzing large data sets to identify trends and lead-indicators for customer health and risk mitigation.
• Experience managing and expanding enterprise customer relationships, with strong negotiation skills and the ability to overcome objections.
• Travel up to 30% of the time.

Nice to have

• Experience with Customer Success platforms like Gainsight or ChurnZero is a plus.

Culture & Benefits

• Remote, work-from-anywhere culture.
• Flexible PTO.
• World Class health benefits - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in hirify.global's future and success.
• 401(k) matching.
• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year.