Manager, Customer Success Management (SaaS)

TL;DR

Manager, Customer Success Management (SaaS): Leading and developing a team of Customer Success Managers to drive onboarding, adoption, and long-term retention for high-value segments with an accent on scalable success methodologies and client health. Focus on optimizing the customer journey, reducing time-to-value, and implementing data-driven strategies to maximize customer lifetime value.

Location: Remote (Must be based in Mexico)

Company

hirify.global is an AI-powered, all-in-one white-label sales and marketing platform supporting over 2 million businesses globally.

What you will do

• Lead, coach, and develop a team of CSMs focused on onboarding, adoption, and retention for high-value segments.
• Drive key KPIs including onboarding completion, time-to-value, and customer health scores.
• Build and optimize CSM SOPs, onboarding playbooks, and adoption processes.
• Collaborate cross-functionally with Implementation, Account Management, and Product teams to improve the customer experience.
• Serve as the primary escalation point for at-risk customers to drive faster resolution and rescue strategies.
• Oversee engagement and communication strategies for enterprise accounts.

Requirements

• 7+ years of experience leading customer-facing SaaS teams (CSM, Onboarding, or Account Management).
• 3+ years of experience managing technical, customer-facing teams of 12+ individuals.
• Must be based in Mexico (EOR).
• Strong analytical skills and a data-driven approach to problem solving.
• Hands-on experience with CRM, CS, and workflow tools such as Freshdesk and Tableau.
• Proven track record of coaching and mentoring high-performance teams.

Nice to have

• Experience coaching CSM teams to support customers transitioning from HubSpot or similar platforms.
• Familiarity with marketing automation tools (e.g., Mailchimp, ActiveCampaign, Salesforce).

Culture & Benefits

• Remote-first work environment across 15+ countries.
• Culture rooted in creativity, collaboration, and impact.
• Opportunity to work with a high-growth, AI-powered global community.