Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of approximately 100 accounts to drive business results and ensure long-term retention with an accent on relationship management and ROI demonstration. Focus on mitigating churn risk, executing proactive engagement strategies, and optimizing customer platform usage.

Location: Remote (US). Must be able to work PST/MST hours.

Salary: $59,000 – $78,900 USD

Company

hirify.global provides a comprehensive software platform designed to help trades businesses manage their operations and grow.

What you will do

• Manage a portfolio of ~100 accounts as the primary point of contact for customers and internal executives.
• Drive value and ROI by creating comprehensive customer-facing value plans and resolving complex issues.
• Proactively engage customers through data-driven campaigns to increase adoption of key features.
• Monitor account health to mitigate churn risks and turn challenging situations into loyalty opportunities.
• Oversee gross revenue retention through renewal discussions and identifying up-selling/cross-selling opportunities.
• Collect and relay customer feedback to product and development teams for continuous improvement.

Requirements

• Must be based in the United States.
• Ability to work PST/MST hours.
• 2+ years of experience in customer-facing roles, customer success, or account management.
• Strong de-escalation, problem-solving, and communication skills.
• Proven ability to multi-task and manage multiple projects in a fast-paced remote environment.

Nice to have

• Experience with Project Management or Sales.
• Proficiency in data or business performance analytics.
• Operational experience with Salesforce, Gainsight, and Tableau.
• Knowledge of hirify.global workflows and best practices.

Culture & Benefits

• Flexible time off and comprehensive learning and development opportunities.
• Holistic health benefits: company-paid medical, dental, and vision, including FSA and HSA.
• Financial security with 401k matching and equity.
• Extensive family support including parental leave and up to $20k in fertility services.
• Rewards and recognition via Bonusly and peer-nominated awards.