Customer Success Manager, Commercial Agency (SaaS)

TL;DR

Customer Success Manager, Commercial Agency (SaaS): Driving customer retention, expansion, and satisfaction across agency accounts with an accent on revenue targets and relationship management. Focus on managing the full customer lifecycle, forecasting renewal revenue, and closing expansion opportunities.

Location: Remote (Must be based in the US)

Salary: $100,000 - $115,000

Company

hirify.global is a leading AI-powered SaaS platform designed for public relations and communications professionals to streamline workflows and manage brand reputation.

What you will do

• Serve as the primary point of contact for commercial agency customers to retain and grow the book of business.
• Own the full customer lifecycle, from post-sale onboarding through renewal and product adoption.
• Identify and close expansion opportunities, including additional users, licenses, and new product offerings.
• Forecast renewals and expansion revenue with high accuracy to meet Gross and Net Revenue Retention targets.
• Lead regular business reviews (QBRs) and partner with Support and Product teams to mitigate churn risk.
• Provide customer insights and feedback to influence product development and go-to-market strategy.

Requirements

• 3-4+ years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment.
• Proven experience owning revenue targets for both retention and expansion.
• Expertise in managing complex renewal cycles and contract negotiations.
• Ability to leverage usage and engagement data to inform customer strategy.
• Must be based in the US.
• Strong communication skills with a demonstrated ability to build executive-level relationships.

Nice to have

• Experience working specifically with agency customers or similar client types.
• Ability to proactively incorporate AI tools into daily work to improve productivity.

Culture & Benefits

• Permanent remote work setup with a home office stipend, phone, and internet reimbursement.
• Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents.
• 401(k) with employer contributions and equity opportunities.
• 4+ weeks of PTO, plus paid sick and mental health days, and 13 paid holidays.
• Unlimited access to Coursera and O’Reilly, plus additional annual PTO for learning and development.

Hiring process

• Introductory call with the Talent Team.
• Video interview with the Hiring Manager.
• Live working session.
• Panel interviews with executive team members.