Scaled Customer Success Manager (Fintech)

TL;DR

Scaled Customer Success Manager (Fintech): Managing a shared book of SMB customers and driving retention, expansion, and renewals with an accent on data-driven success plans and executive conversations. Focus on proactive engagement, customer health, and product adoption at scale to deliver a seamless customer experience.

Location: San Jose, California, United States; Draper, Utah, United States

Salary: $88,000 - $105,600 USD (San Jose), $74,800 - $89,800 USD (Draper)

Company

hirify.global empowers businesses by replacing outdated financial processes with innovative tools, helping them make smarter decisions and gain control of their operations.

What you will do

• Own and manage a shared book of SMB customers, using data to drive outcomes.
• Deliver on revenue and retention goals by reducing churn, driving renewals, and identifying upsell/cross-sell opportunities.
• Run training sessions and webinars to ensure customers are properly configured and enabled on best practices.
• Monitor customer health metrics and platform usage to prioritize outreach and uncover expansion opportunities.
• Have value-driven conversations with finance and accounting stakeholders to understand their goals and connect them to hirify.global solutions.
• Collaborate cross-functionally to resolve issues and deliver a consistent customer experience.

Requirements

• Experience in customer-facing, revenue-tied roles such as customer success, account management, inside sales, banking, or finance.
• Consistently meet performance targets and quotas with a proactive, self-starting approach.
• Use data and curiosity to diagnose issues, spot trends, and make thoughtful recommendations.
• Excel in high-volume environments by maintaining strict discipline in process following and organization.
• Persuasive and empathetic communicator, skilled at building rapport and resolving conflict.
• Basic understanding of financial reports and familiarity with accounting systems such as QuickBooks, Intacct, or NetSuite.

Nice to have

• 2+ years in a customer-facing, revenue-responsible role in a SaaS company.
• Experience in finance/accounting or with AP/AR workflows.
• Experience with Gainsight, Salesforce, or similar customer success platform.

Culture & Benefits

• 100% paid employee health, dental, and vision plans.
• HSA & FSA accounts.
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.