Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the entire customer lifecycle for a network intelligence platform with an accent on adoption, retention, and expansion. Focus on building deep relationships with key stakeholders, driving product value, and collaborating with cross-functional teams to ensure long-term account health.

Location: Must be based on the US East Coast and work EST hours

Salary: $100,000 – $120,000 (Base), $125,000 – $150,000 (OTE)

Company

hirify.global is a network intelligence platform that provides real-time visibility into modern infrastructure, helping organizations optimize their networks from data center to cloud.

What you will do

• Own the end-to-end customer experience, including onboarding, adoption, renewals, and growth.
• Foster key customer champions and serve as a trusted advisor to ensure desired outcomes.
• Collaborate with Sales, Product, and Engineering teams to address customer needs and identify expansion opportunities.
• Monitor account health, identify risks, and proactively execute mitigation strategies.
• Lead customer meetings and maintain consistent rapport with assigned accounts.
• Travel on-site to key customers as needed (up to 25% of the time).

Requirements

• Must be based on the US East Coast and willing to work EST hours.
• 5+ years of experience in Customer Success or Account Management.
• Previous experience in a SaaS environment is required.
• Proficiency in Salesforce CRM, Google Suite, and modern CS tools like Catalyst.io or Pendo.
• Strong communication skills with the ability to lead meetings and speak with authority.
• Ability to travel up to 25% of the time.

Nice to have

• Experience with revenue recognition in a SaaS framework.

Culture & Benefits

• 100% company-paid premiums for health, vision, and dental coverage for employees and dependents.
• Annual Health Reimbursement Account (HRA) of $3,000 (individual) or $4,500 (family).
• Open PTO policy, quarterly Wellness Days, and 10+ paid holidays.
• 401(k) retirement account and stock options.
• Home office reimbursement and paid family/medical leave.