Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing post-sale relationships for B2B industrial supply chain software with an accent on product adoption, training, and strategic account growth. Focus on building scalable playbooks, resolving complex technical issues for non-technical users, and driving long-term retention.

Location: Must be based in North or South America

Company

hirify.global is a profitable, AI-driven startup transforming the global industrial supply chain through automated workflow integration.

What you will do

• Manage a portfolio of customer accounts, overseeing the full lifecycle from onboarding to renewal.
• Lead training sessions and workshops to ensure confident adoption of platform features.
• Monitor usage metrics to identify growth opportunities and mitigate churn risks proactively.
• Collaborate with product and engineering teams to surface user insights and resolve technical hurdles.
• Create and refine internal playbooks, processes, and documentation to support scalable growth.
• Conduct regular business reviews to demonstrate ROI and align on strategic objectives.

Requirements

• 5-8 years of experience in Customer Success for a B2B SaaS product.
• Proven track record of managing renewals and driving retention within a book of business.
• Strong background in early-stage startups with experience building processes and playbooks from scratch.
• Exceptional ability to communicate technical concepts to non-technical audiences.
• Analytical mindset with the ability to identify risks and opportunities early.
• Must be located within North or South America to align with team operations.

Nice to have

• Experience supporting customers in industrial, logistics, or supply-chain sectors.
• Passion for AI, automation, and operational efficiency tools.
• Experience defining success metrics and feedback loops for new product rollouts.

Culture & Benefits

• Remote-first environment with flexible work practices.
• Emphasis on high-quality engineering standards and documentation.
• Ownership-driven culture focusing on sustainable growth and product quality.
• Opportunity to contribute to a transformative AI product in a high-impact industry.