Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the post-sale journey for a portfolio of nonprofit and grant-writing customers with an accent on onboarding, retention, and expansion. Focus on building strong relationships, driving platform adoption, and serving as the voice of the customer to internal product and revenue teams.

Location: Must be based in the USA

Salary: $80,000–$100,000 USD base + equity

Company

hirify.global is a YC-backed, hypergrowth SaaS platform building the operating system for grant-funded organizations.

What you will do

• Own the end-to-end post-sale journey including onboarding, engagement, retention, and expansion for a portfolio of 300+ accounts.
• Build and nurture personal relationships with customers to help them realize value and uncover new opportunities.
• Evaluate adoption metrics and account health to proactively identify risks and conduct business reviews.
• Consult on change management and share product best practices to deepen platform utilization.
• Co-create engagement strategies with Customer Enablement Managers to scale adoption and upsell results.
• Serve as the voice of the customer by channeling feedback to revenue and product teams.

Requirements

• 3+ years of experience in a customer-facing Customer Success or Account Management role in SaaS.
• Experience managing a portfolio of 300+ accounts.
• Proven ability to manage challenging conversations and build rapport with leadership-level customers.
• Strong written and verbal communication skills with the ability to simplify complex topics.
• Proactive, ownership-driven approach to process improvement in a fast-paced environment.
• Must be based in the USA.

Nice to have

• Background in nonprofit development or fundraising.
• Experience at an early-stage startup.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Previous experience working in a remote environment.

Culture & Benefits

• 100% covered health, dental, and vision insurance for employees.
• Generous PTO and parental leave policies.
• 401(k) retirement plan.
• Company laptop and home-office stipend.
• Bi-annual company retreats.