Customer Success Manager

TL;DR

Customer Success Manager: Manage portfolio of ~250 SMB customers throughout lifecycle, owning growth, retention, and success with an accent on launches, adoption, and scaled engagement strategies. Focus on driving renewals, expansions, upselling, and synthesizing customer feedback to influence product roadmap.

Location: Remote (United States)

Salary: 68,000 - 90,000 USD per year

Company

hirify.global builds employee recognition platform to boost engagement and culture.

What you will do

• Manage ~250 SMB customers end-to-end, ensuring they realize full platform value.
• Own key metrics like renewal, expansion, and upsell.
• Project manage launches and consult on adoption best practices.
• Drive usage growth through planning and organizational change expertise.
• Develop scaled engagement strategies for broader customer base.
• Act as voice of customer, sharing insights cross-functionally to shape product and strategy.

Requirements

• 2+ years as CSM handling large account volumes
• Strong drive to understand client goals and drive success.
• Retention mindset with renewal and upsell track record.
• Excel at root cause analysis and long-term solutions.
• Pattern recognition in customer data for actionable feedback.
• Organized with project management skills; adept with business tools.
• Thrive autonomously and in teams.

Nice to have

• Familiarity with Claude, Gemini, ChatGPT, ChurnZero, Hubspot, or other SaaS tools.
• Experience in HR or related fields.

Culture & Benefits

• Empowered to champion initiatives and build scalable solutions.
• Autonomous work with team collaboration.
• Focus on long-term customer and organizational success.