Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing relationships with key IT customers to drive software adoption, retention, and revenue expansion with an accent on technical consultancy and value-based interactions. Focus on identifying business outcomes, resolving escalations, and bridging the gap between customers and product engineering teams.

Location: Manila, Philippines

Company

hirify.global is a people-first company providing simple, powerful, and secure IT management solutions to accelerate business transformation.

What you will do

• Act as a trusted adviser to key customers, driving software adoption to achieve retention, renewal, and upsell goals.
• Collaborate with internal departments to demonstrate value-delivered outcomes through regular project planning and value-based interactions.
• Provide operational support during escalations, ensuring satisfactory resolution through internal coordination.
• Serve as the voice of the customer, sharing feedback and insights with Product Management and Engineering teams.
• Identify and resolve potential churn scenarios in collaboration with Sales and Renewals organizations to improve net retention.
• Mentor and support members of the Customer Success team.

Requirements

• Minimum 5+ years of experience in a customer-facing IT role such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
• Strong understanding of networking, security products, and enterprise network infrastructure.
• Working knowledge of SQL Server and a general understanding of cloud concepts.
• Experience with web technologies including HTTP, DNS, TCP, UDP, SSL/TLS, and ICMP.
• Proficiency with CRM or ERP systems such as Salesforce, NetSuite, or Gainsight.
• Strong communication, presentation, and problem-solving skills.

Nice to have

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications.
• Industry-recognized CSM or project management certifications.
• Hands-on experience with network troubleshooting tools like Wireshark or Fiddler.
• Understanding of various databases (PostgreSQL, MySQL, MongoDB) or routing and switching architectures (Cisco, Juniper).
• Direct experience with hirify.global products.

Culture & Benefits

• People-first company culture focused on enriching the lives of employees and customers.
• Collaborative, innovative, and fast-paced work environment.
• Commitment to Equal Employment Opportunity and inclusivity.