Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing customer success, support, and satisfaction for commercial contractors with an accent on product expertise and workflow optimization. Focus on troubleshooting technical issues, implementing software on-site, and bridging the gap between customer needs and development.

Location: Remote (US/Canada) or Hybrid (Raleigh, LA, SF, Toronto). Must be based in the US or Canada. US candidates must not be located in AK, HI, KY, MS, NE, NM, ND, RI, SD, WV, or WY. Willingness to work during EST business hours is a pre-requisite.

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

Company

hirify.global is a unicorn SaaS platform transforming the commercial contracting industry with AI-driven tools for project and service management.

What you will do

• Support customers via phone, email, and Zoom to ensure overall success and satisfaction.
• Act as a product expert to identify creative solutions for unique workflow requirements.
• Manage customer cases and track performance using Monday.com, JIRA, and OpenPhone.
• Troubleshoot technical bugs and drive them from ticket creation to resolution with developers.
• Travel on-site to customer office locations to assist with initial software implementations.
• Advocate for customer needs internally to ensure requirements are escalated and addressed.

Requirements

• Must be based in the US or Canada.
• Ability to work during EST business hours.
• Willingness and ability to travel on-site to customers in the US and Canada.
• B.A. or B.S. degree from a top university.
• Exceptional written and verbal communication skills with strong empathy and patience.
• Knowledge of Accounting ERP systems like Quickbooks, Sage, or Viewpoint is preferred.

Culture & Benefits

• Generous equity grants to become a company owner.
• Comprehensive benefits package.
• Flexible PTO and hybrid work schedules.
• One-time work-from-home allowance.
• Office hubs in LA, SF, Toronto, and Raleigh with lunch provided on in-office days.
• Dynamic, fast-paced startup environment with significant growth opportunities.