Customer Success Manager, Commercial Named (SaaS)

TL;DR

Customer Success Manager, Commercial Named (SaaS): Managing customer success and satisfaction for commercial contractors with an accent on product onboarding and technical troubleshooting. Focus on driving platform adoption, collaborating with developers to resolve bugs, and conducting on-site implementations.

Location: Must be based in the US or Canada. For US candidates, employment is not available in AK, HI, KY, MS, NE, NM, ND, RI, SD, WV, and WY. Must be willing to work during EST business hours.

Salary: $66,000 - $95,000 base salary + annual bonus opportunity

Company

hirify.global is a unicorn software platform transforming the multi-billion dollar commercial contracting industry with AI-driven tools.

What you will do

• Assist customers via phone, email, and Zoom to ensure success, support, and overall satisfaction.
• Act as a product expert to identify and implement creative solutions for unique customer workflows.
• Troubleshoot software issues and manage bug tickets from initial creation through to resolution.
• Collaborate with internal teams to champion customer needs and provide critical feedback to developers.
• Travel on-site to customer offices across the US and Canada to lead initial software implementations.
• Manage customer cases efficiently using tools such as Monday.com, JIRA Service Desk, and OpenPhone.

Requirements

• B.A. or B.S. degree from a top university.
• Ability to work during EST business hours.
• Willingness to travel on-site to customer locations in the US and Canada.
• Excellent written and verbal communication skills with high empathy and patience.
• Strong analytical thinking, critical thinking, and troubleshooting abilities.
• Ability to efficiently learn and teach complex software to others.

Nice to have

• Prior knowledge or ability to learn Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, or Viewpoint Vista/Spectrum.
• Prior account management experience or familiarity with the commercial contractor industry.

Culture & Benefits

• Generous equity grants to become a company owner.
• Comprehensive benefits package and flexible PTO.
• Hybrid work schedules with hubs in Los Angeles, San Francisco, Toronto, and Raleigh.
• One-time work-from-home allowance and provided lunches for in-office days.
• Fast-paced, collaborative environment with significant opportunities for growth and career advancement.