Customer Experience Manager (SaaS)

TL;DR

Customer Experience Manager (SaaS): Managing a portfolio of accounts to drive platform adoption and long-term value with an accent on consultative partnership and operational workflow optimization. Focus on building stakeholder trust, managing renewals, and acting as the voice of the industry to shape product direction.

Location: Must be based in New York City, NY (Hybrid: 3 days/week in office)

Salary: $120,000–$130,000

Company

hirify.global is a venture-backed, early-stage vertical SaaS company modernizing the waste and recycling industry through an all-in-one operational platform.

What you will do

• Own a blended portfolio of accounts, serving as the primary point of contact post-handoff.
• Build consultative relationships, defining success criteria and driving alignment on operational outcomes.
• Partner with Sales during the sales cycle to validate workflows and build early stakeholder trust.
• Monitor account health, identify adoption gaps, and proactively recommend improvements.
• Manage renewals and partner with Sales on expansion and commercial opportunities.
• Surface customer feedback and product gaps to internal teams to influence the product roadmap.

Requirements

• 2–5 years of experience managing customer accounts in a SaaS environment.
• Ability to manage a blended book of business with varying levels of complexity.
• Strong communication skills with the ability to build trust across multiple stakeholders.
• Proactive mindset with a strong sense of ownership and accountability.
• Ability to translate complex operational workflows into actionable solutions for non-technical users.
• Must be able to travel up to 50% of the time for customer engagements and industry events.

Nice to have

• Background in vertical SaaS or operationally complex industries like logistics, waste, or construction.
• Experience supporting complex implementations or onboarding processes.
• Familiarity with scaled enablement approaches such as webinars and async content.
• Strong analytical skills connecting customer feedback to business impact.

Culture & Benefits

• Competitive salary with flexible time off.
• Company-paid medical, dental, and vision coverage.
• 401k retirement plan.
• Mission-driven environment focused on transforming a critical industry.
• Supportive culture that celebrates individuality and fresh perspectives.