Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading a team of Customer Success Managers to drive adoption, retention, and growth across a strategic customer base with an accent on scalable playbooks and post-sale experience. Focus on owning gross retention and NRR, refining the customer journey, and driving accurate renewal forecasting.

Location: On-site in Minneapolis, MN

Company

hirify.global is a leading provider of software tools for version control and collaboration.

What you will do

• Manage, coach, and develop a team of 5–10 Customer Success Managers, overseeing hiring and performance management.
• Own gross retention, net revenue retention (NRR), and expansion targets for the team's portfolio.
• Build and refine the customer journey, including onboarding, adoption, QBRs, renewals, and expansion motions.
• Develop segmentation, coverage models, and scalable playbooks to support customer growth.
• Partner cross-functionally with Sales, Product, and Marketing to align on account planning and product feedback.

Requirements

• 7+ years in Customer Success or Account Management, with 3+ years in people management.
• Proven track record of hitting retention and expansion targets in a B2B SaaS environment.
• Experience coaching CSMs through complex renewals and executive escalations.
• Proficiency with CRM and CS platforms such as Salesforce, Gainsight, Catalyst, or ChurnZero.
• Must be based in Minneapolis, MN for on-site work.
• Bachelor's degree or equivalent professional experience.

Nice to have

• Familiarity with usage-based or consumption pricing models.
• Experience within specific industry verticals.

Culture & Benefits

• Culture of customer obsession, accountability, and continuous improvement.
• Focus on professional growth and career development for team members.
• Integration of AI fluency and responsible use of AI tools in daily operations.