Manager of Customer Success (SaaS)

TL;DR

Manager of Customer Success (SaaS): Leading a team of CSMs to drive customer retention and satisfaction for high-value clients with an accent on team coaching, operational forecasting, and NPS management. Focus on transforming workflows by integrating AI and collaborating with cross-functional teams to optimize the customer experience.

Location: Must be based in the United States

Company

hirify.global empowers creators to own their destiny by making first-party data accessible and actionable for personalized ecommerce experiences.

What you will do

• Lead and manage a team of 8-10 Customer Success Managers, overseeing recruitment, hiring, and training.
• Coach individual contributors to achieve career goals and proactively remove operational obstacles.
• Act as a point of escalation for customer issues to build trust and resolve complex challenges.
• Manage day-to-day operations, including forecasting, data analysis, goal setting, and performance management.
• Monitor NPS and retention metrics to identify trends and improve overall customer outcomes.
• Transform workflows by integrating AI to build smarter systems and more efficient ways of working.

Requirements

• 2+ years of experience managing a Customer Success Team in a high-growth SaaS company.
• Experience managing high-value customers and delivering strategic recommendations for product adoption.
• Proven track record of collaborating with Sales, Product, and Marketing teams.
• Experience in marketing or advising customers on marketing strategy (SaaS MarTech preferred).
• Experience experimenting with AI tools in professional or personal projects.

Culture & Benefits

• Comprehensive compensation package including base salary, annual cash bonus, and variable compensation (OTE).
• Eligibility for equity and sign-on payments.
• Full range of health, welfare, and wellbeing benefits.
• Inclusive environment that welcomes employees as their whole self.
• Up to 10% travel for onboarding, team meetings, and industry events.