Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of professional-services customers to drive adoption, retention, and expansion with an accent on value realization and commercial health. Focus on leading strategic business reviews, mapping agency operational workflows, and optimizing retention strategies using AI tools.

Location: Hybrid in Denver (expected to be based in the office 3 days a week)

Salary: $110,000 - $125,000 USD

Company

hirify.global provides an AI-powered platform for client-service organizations to manage projects, resources, and profitability.

What you will do

• Proactively manage a dedicated book of Mid-Market accounts to drive product adoption and retention.
• Lead Executive Business Reviews (EBRs) to demonstrate ROI and align with agency profitability goals.
• Partner with Account Executives to identify expansion signals and mitigate churn risks.
• Map agency business processes to platform capabilities like resource management, budgeting, and time tracking.
• Advocate for customers by documenting feedback and feature requests for Product and Engineering teams.
• Contribute to internal customer success playbooks and health-scoring models.

Requirements

• 3–5 years of experience as a CSM or Account Manager managing a B2B SaaS portfolio.
• Knowledge of agency/professional services operations (billable hours, project margins, utilization).
• Proficiency in CRM tools such as HubSpot or Salesforce.
• Must be based in Denver for a hybrid schedule (3 days a week in office).
• Comfort using AI tools in daily workflows to automate manual account management tasks.

Culture & Benefits

• Employee Share Options (ESOP).
• Up to 30 days of vacation from day one.
• Health plans, wellbeing programs, and region-specific pension benefits.
• Educational resources and a generous allowance for professional development.
• Inclusive policies covering maternity, paternity, and parent leave.
• Flexible working focus and social club activities.