SMB Manager of Customer Success (SaaS)

TL;DR

SMB Manager of Customer Success (SaaS): Managing the full SMB customer lifecycle from onboarding to expansion with an accent on team coaching and systematic process improvement. Focus on forecasting churn and expansion revenue, building repeatable playbooks, and leveraging AI to increase operational efficiency.

Location: Remote, must be based in the Philippines

Company

hirify.global is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions.

What you will do

• Lead a team of SMB CSMs responsible for onboarding, escalations, renewals, and expansion.
• Conduct weekly 1:1 coaching sessions to guide CSMs toward their targeted objectives.
• Continuously assess and optimize the processes, strategy, and motion of the SMB customer success team.
• Predictably forecast Churn, Downsell, and Expansion revenue on a quarterly basis.
• Develop and launch repeatable playbooks for the SMB CSM team.
• Partner cross-functionally with Sales, Product, and Support to improve the end-to-end SMB customer experience.

Requirements

• Must be based in the Philippines.
• 2+ years of experience managing a sales or account management team responsible for expansion and renewals.
• Proven track record of building scalable, repeatable processes and playbooks.
• Hands-on experience leveraging AI to improve efficiency and reduce manual workload.
• Proficiency in data-driven decision making using Salesforce and other BI reporting tools.
• Excellent written and verbal English communication skills.

Culture & Benefits

• Flexible working environment with remote and hybrid options.
• Competitive compensation reflecting local market conditions and a performance-based bonus system.
• Investment in professional growth through courses, conferences, and learning resources.
• Comprehensive health and wellness benefits, including quarterly company-wide Mental Health Days.
• Family-friendly culture with flexibility for parents and a pet-friendly approach.
• Transparent communication with direct access to leadership, including Q&A sessions with the CEO.