Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the post-onboarding journey for brand and retail partners to maximize platform value and retention with an accent on relationship management and product adoption. Focus on driving long-term growth, conducting business reviews, and translating partner feedback into product insights.

Location: Remote (Must be aligned with US Pacific or Eastern business hours)

Company

hirify.global is a Y Combinator-backed licensed canhirify.global wholesale platform providing technology-first distribution across California, New York, and Nevada.

What you will do

• Develop and execute tailored success plans to map platform capabilities to partner business goals.
• Drive product adoption post-onboarding by introducing features and removing engagement barriers.
• Conduct regular business reviews (QBRs) and monitor account health signals to prevent churn.
• Act as the primary point of contact for a dedicated portfolio of brand and retail accounts.
• Collaborate cross-functionally with Product, Operations, and Finance to resolve partner issues.
• Translate partner feedback into actionable insights to improve the platform.

Requirements

• 3+ years of experience in customer success or account management within SaaS, logistics, or marketplaces.
• Proven track record of owning a portfolio and driving retention and adoption.
• Fluent English communication skills for leading business reviews and high-stakes conversations.
• Proficiency with CRM tools such as Salesforce, HubSpot, Gainsight, or Zendesk.
• Ability to work on a schedule aligned with US Pacific or Eastern business hours.
• Strong data fluency to interpret account health metrics and KPI dashboards.

Nice to have

• Experience in wholesale, distribution, supply chain, or regulated industries.
• Bilingual proficiency in Spanish and English.
• Background in SaaS platform support and troubleshooting.

Culture & Benefits

• Fully remote work environment with a collaborative team culture.
• Exposure to a high-growth, technology-first distribution platform.
• Clear performance expectations with dedicated coaching and growth paths.
• Opportunity to help shape the Customer Success function from the ground up.