Manager, Customer Success (Field Services)

TL;DR

Manager, Customer Success (Field Services): Lead a team of Customer Success Managers to drive retention, value realization, and customer lifecycle management with an accent on coaching, process optimization, and cross-functional alignment. Focus on developing playbooks, overseeing KPIs, handling escalations, and influencing product improvements based on customer feedback.

Location: Hybrid in Atlanta, GA office (1-2 days per week), must be legally authorized to work in the US, no visa sponsorship.

Salary: $90,000-$100,000 USD (base).

Company

hirify.global builds vertical SaaS with embedded payments and AI for service industries like field services via Service Autopilot platform used by thousands of contractors.

What you will do

• Lead, hire, coach, and develop a team of Customer Success Managers through 1:1s, performance reviews, and goal setting.
• Drive customer retention, renewal readiness, and health scoring via playbooks, QBRs, and proactive engagement.
• Act as escalation point for high-profile accounts and collaborate with Onboarding, Support, Product, Engineering, and Sales.
• Develop and refine customer success processes, churn diagnostics, and share insights for product evolution.
• Foster accountability, innovation, and continuous improvement within the team.

Requirements

• 3–5 years in Customer Success, Account Management, or similar SaaS customer-facing role.
• Minimum 2 years managing or coaching customer-facing teams.
• Proven track record improving retention and handling renewals, including month-to-month bases.
• Strong escalation management and cross-functional experience with Product, Support, Sales, Engineering.
• CRM proficiency with Salesforce, Gainsight or similar; intermediate-advanced Excel.
• Self-motivated, empathetic, process-oriented with strong interpersonal skills.

Culture & Benefits

• Core values: Find a better way, Do the right thing, Say it straight, Win together, Own the outcome.
• Flexible working with hybrid model; paid parental leave; #GiveBackDays for volunteering.
• Diversity & Inclusion initiatives, global mentorship, free mental health support.