Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing SMB market customers to ensure success and adoption of hirify.global products with an accent on scalable success strategies and churn prevention. Focus on designing effective onboarding processes, analyzing customer health metrics, and bridging the gap between customer feedback and product improvement.

Location: Mexico City

Company

hirify.global is a product company providing software solutions for customer engagement and communication.

What you will do

• Build and maintain strong relationships with SMB customers, serving as their trusted point of contact.
• Design and implement scalable onboarding processes to ensure optimal product adoption and experience.
• Develop data-driven action plans (1:1 and 1:many) to identify and mitigate churn risks.
• Analyze customer success data and KPIs to assess portfolio health and improve strategies.
• Create educational materials and provide ongoing training on platform features and capabilities.
• Collaborate with internal teams to resolve technical and relational problems based on customer feedback.

Requirements

• Minimum 2 years of experience in customer success.
• Strong analytical skills and ability to use data to guide decision-making.
• Experience with digital projects, software, systems, or interfaces.
• Background in project/product management and quality control.
• Advanced English and/or Spanish proficiency.
• Must be based in Mexico City.