Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Driving product adoption and maximizing customer value for a cloud communications platform with an accent on strategic relationship building and churn mitigation. Focus on conducting business reviews, identifying organic growth opportunities, and serving as a trusted advisor for C-level executives.

Location: Hybrid (Costa Rica)

Salary: $29,000 a year

Company

hirify.global provides cloud-based communication solutions designed to help businesses collaborate and grow.

What you will do

• Manage a curated portfolio of assigned clients, maintaining a regular communication cadence to monitor product adoption and satisfaction.
• Conduct quarterly business reviews (QBRs) and success planning sessions to align product capabilities with customer strategic objectives.
• Identify and qualify opportunities for organic growth, including upselling premium features and expanding product usage.
• Develop and monitor an early warning system to identify churn flags and proactively intervene to resolve customer concerns.
• Act as the voice of the customer by relaying product feedback and service gaps to the Product and Engineering teams.
• Facilitate training sessions and workshops to ensure high-level product competency among key customer personnel.

Requirements

• Exceptional interpersonal and relational skills with a natural ability to foster win/win environments.
• Experience in consultative, solution-oriented selling and managing complex negotiations.
• Ability to build immediate trust and rapport with C-level executives and end-users.
• Proficiency in documenting interactions and success plans within CRM and CSM platforms.
• Strong active listening and persuasive communication skills, both verbal and written.