Sr Customer Success Manager (SaaS)

TL;DR

Sr Customer Success Manager (SaaS): Managing a portfolio of enterprise accounts to maximize adoption and achieve measurable business outcomes with an accent on the Upland Knowledge Management solution (RightAnswers). Focus on driving revenue retention, managing contract renewals, and executing success plans for complex enterprise clients.

Location: Remote (US). Strong preference for candidates located in the Eastern Timezone.

Company

hirify.global is a Nasdaq-listed leader in cloud-based tools for digital transformation.

What you will do

• Manage a portfolio of 10-20 enterprise accounts to ensure renewal targets and long-term growth.
• Own the end-to-end customer journey, including satisfaction, renewal, and expansion.
• Define and execute success plans to mature and expand customer accounts.
• Collaborate with Sales, Product, Engineering, and Professional Services to evolve customer solutions.
• Negotiate and manage customer subscription renewals, including commercial proposals and estimates.
• Identify expansion opportunities and risks to customer health and communicate them to leadership.

Requirements

• Bachelor’s Degree in Business, Technology, or a related field.
• 7+ years of experience in client-facing roles for technology companies.
• At least 5 years of experience within a SaaS/Cloud product company.
• 7+ years of experience in enterprise solution delivery.
• Must be based in the United States.
• Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers.

Nice to have

• Knowledge Management software or industry experience.
• Familiarity with AI-powered support and knowledge tools.
• Proficiency with Salesforce CRM.
• Strong commercial acumen.

Culture & Benefits

• Global culture of growth and possibility.
• Operating model that permanently supports remote work.
• Opportunity for quick scaling into broader team leadership roles.
• Collaborative, proactive, and creative team environment.