Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading a team of CSMs to drive growth, retention, and proactive value delivery for SMB and Mid-Market segments with an accent on segment-specific coaching, performance metrics, and process architecture. Focus on building high-performing engagement playbooks, ensuring seamless cross-functional handoffs, and translating customer feedback into actionable product insights.

Location: Must be based in the US; hybrid and remote work models available based on proximity to office hubs, with required travel for team/company offsites.

Company

hirify.global is an industry-leading, cloud-based platform empowering auto repair shops to simplify operations and grow sustainably through innovation and service-first mindset.

What you will do

• Lead and coach a multi-segment team of CSMs to drive high-efficiency tactics for SMB and strategic relationship management for Mid-Market accounts.
• Own the full hiring and onboarding lifecycle to scale the customer success team effectively.
• Define and track clear KPIs, including NRR, GRR, and customer satisfaction.
• Design and optimize Success Playbooks and automated health triggers to scale service delivery.
• Synthesize customer feedback into actionable insights for Product and Engineering teams to improve the platform.
• Partner with Account Executives to ensure seamless handoffs from sales to post-sales onboarding.

Requirements

• 5+ years of experience in B2B SaaS Customer Success.
• 2+ years of direct people management experience.
• Proven track record managing high-velocity motions (100+ accounts per CSM).
• Experience with CS platforms such as Vitally.
• Deep understanding of the Time-to-First-Value (TTFV) framework.
• Ability to travel for company-wide offsites.

Culture & Benefits

• Comprehensive health benefits including Medical, Dental, Vision, and Prescription coverage (100% premium coverage for employees).
• 401(k) retirement savings plan with 100% employer match up to 6%.
• Generous Paid Time Off and flexible remote work environment.
• Paid maternity, parental bonding, and medical leave support.
• $60/month wellness stipend and $300 home office setup bonus after one year.
• Access to free confidential counseling through BetterHelp.