Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the post-deployment customer journey and driving platform adoption for accounting firms with an accent on strategic relationship building and business outcome delivery. Focus on increasing customer ROI, mitigating churn risks, and identifying expansion opportunities through QBRs and data-driven health tracking.

Location: Franklin, TN

Company

hirify.global is a fast-growing SaaS company transforming the accounting industry through a fully integrated platform designed to enhance productivity and customer engagement.

What you will do

• Own the customer relationship and journey from post-deployment onboarding through full platform adoption.
• Build and maintain trusted relationships with key stakeholders and executive sponsors at customer firms.
• Act as a strategic advisor to drive adoption, customer satisfaction, and ROI through best practices.
• Manage escalations and resolve customer issues via closed-loop feedback processes and Support coordination.
• Lead regular touchpoints, executive check-ins, and Quarterly Business Reviews (QBRs) to track progress.
• Identify expansion opportunities and collaborate with Account Managers to support upsell and cross-sell motions.

Requirements

• 5+ years of experience in an Enterprise SaaS Customer Success role.
• Proven track record of managing multiple high-value enterprise accounts.
• Experience using platforms such as Jira, Confluence, and HubSpot.
• Bachelor’s degree (B.A., B.S.) or higher required.
• Location: Must be based in Franklin, TN.
• Accounting industry experience strongly preferred.

Nice to have

• Familiarity with the software development lifecycle, product ownership, or product management.
• Experience in a high-growth or early-stage company environment.

Culture & Benefits

• Opportunity to work in a fast-growing, mission-driven SaaS environment.
• Collaborative cross-functional culture working closely with Sales, Product, Support, and Engineering.
• Ownership-driven mindset with a focus on delivering exceptional customer experiences.