Technical Support Account Manager (SaaS)

TL;DR

Technical Support Account Manager (SaaS): Managing a portfolio of customer accounts to ensure operational support stability and customer retention with an accent on proactive trend analysis and incident escalation. Focus on improving service value through regular reviews and collaborating with cross-functional teams to drive continuous service improvement.

Location: Hybrid; must be based in the USA (NY, NJ, MA, OH, IL, NC, TX, TN, GA, FL, KY)

Company

hirify.global is an AI-native employee experience platform that helps enterprises remove friction, increase clarity, and accelerate productivity.

What you will do

• Manage a portfolio of approximately 75 customer accounts to ensure satisfaction and contract renewals.
• Serve as the primary point of contact and escalation lead for support-related activities.
• Proactively identify recurring issues, risks, and improvement opportunities to maintain account health.
• Track and report on ticket performance, including volumes and SLA attainment.
• Collaborate with Support, Engineering, and Product teams to drive continuous service improvement.
• Plan and deliver annual operational support service reviews and stakeholder presentations.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• 2+ years of experience in technical account management, customer success, or a client-facing technical support role.
• English: Excellent written and verbal communication skills for translating technical details to non-technical audiences.
• Working knowledge of ITIL practices, including incident, problem, and release management.
• Strong technical foundation with the ability to troubleshoot and explain technical concepts.
• Proficiency with Microsoft Office and experience with ticketing/CRM tools.

Culture & Benefits

• Hybrid work model supporting a sustainable work-life balance.
• Competitive base salary and discretionary bonus.
• Comprehensive medical, dental, and vision coverage (up to 96% payroll cost for employee).
• 401(k) plan with a 5% company match and no vesting schedule after 90 days.
• Generous leave policy: 23 vacation days, 10 sick days, and a day off for your birthday.
• Commitment to sustainability including a paid volunteering day and EV leasing options.