Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Lead new customer onboarding and implementation, set strategic direction using hirify.global best practices to address business challenges. Focus on driving renewals, identifying expansion opportunities, and mitigating retention risks through value-driven conversations and measurable outcomes.

Location: Fully remote

Salary: $120,000 - $150,000 OTE

Company

hirify.global revolutionizes maintenance operations with a comprehensive SaaS platform for asset performance optimization, preventive maintenance, inventory management, and productivity enhancement.

What you will do

• Lead customer onboarding and implementation in coordination with Sales and Account Management.
• Set strategic direction, outcomes, and measurable objectives using hirify.global best practices.
• Provide training, education, and documentation for long-term success.
• Identify retention risks and growth opportunities, implementing recommendations.
• Facilitate renewal and expansion conversations, owning renewals including negotiations.
• Escalate at-risk accounts and maintain internal visibility via updates and reports.

Requirements

• 5+ years in B2B Customer Success within SaaS, owning enterprise/strategic accounts.
• Experience managing complex organizations, multi-threading across executives and operations.
• Proven onboarding/implementation for large, high-value customers.
• Strong executive communication, presenting value, ROI, and recommendations.
• Drive renewals and expansions, handle commercial negotiations.
• Excellent communication, proficiency in presentation tools (PowerPoint) and data analysis (Excel).
• Conflict resolution, stakeholder management, high organization, strategic thinking.

Nice to have

• Experience with equipment maintenance, machinery, or manufacturing.
• Spanish or French language skills.

Culture & Benefits

• Flexible PTO and 13 paid company holidays.
• Paid parental leave.
• Health, Dental, Vision insurance; employer-paid Basic Life and Short-Term Disability.
• Company match for HSA and 401(k).
• Monthly wellness stipend, learning/development reimbursement, pet insurance.