Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of North American clients to ensure product adoption, retention, and growth of accounts. Focus on building long-term relationships, navigating contract renewals, and identifying expansion opportunities within a high-growth marketing technology environment.

Location: Must be based in North America (preference for Eastern Time Zone).

Company

hirify.global is a global CX technology leader providing a unified social media management platform that helps brands deliver superior customer experiences.

What you will do

• Serve as the primary point of contact for assigned accounts to ensure client satisfaction and loyalty.
• Oversee the onboarding process for new clients to facilitate timely platform adoption.
• Monitor usage metrics and conduct training sessions to maximize product value.
• Manage contract renewals and implement strategies to mitigate churn risks.
• Identify and pursue upsell and cross-sell opportunities to expand client service portfolios.
• Collaborate with internal product and sales teams to provide actionable client feedback.

Requirements

• Minimum 3-5 years of experience in customer success or account management within the digital marketing industry.
• Proficiency with CRM and success platforms such as Salesforce or Gainsight.
• Strong problem-solving abilities and skills for handling challenging client situations.
• Excellent verbal and written communication proficiency.
• Must be legally authorized to work in North America.

Culture & Benefits

• Comprehensive benefits package including Medical, Dental, Vision, and Life coverage.
• Financial security features including 401K and company-paid STD/LTD.
• Flexible working hours and unlimited PTO policy.
• Supportive parental leave policies, including maternity, paternity, and adoption leave.
• Continuous learning opportunities through internal academies and educational reimbursement.
• Collaborative, agile environment with a strong focus on professional growth and trust.