Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing client relationships and driving platform adoption with an accent on customer health, retention, and cross-functional collaboration. Focus on resolving complex escalations, conducting enablement sessions, and optimizing customer success processes.

Location: Remote (Must align with AMER Timezone)

Company

hirify.global is a global business process outsourcing provider specializing in supporting diverse customer bases through dedicated success pods.

What you will do

• Proactively manage a portfolio of customers to ensure high engagement and satisfaction.
• Handle customer health cases, respond to inquiries, and provide timely, effective solutions.
• Conduct product demos, enablement sessions, and escalation calls to drive platform adoption.
• Collaborate with Sales, Product, and Marketing teams to maximize customer value and prevent churn.
• Coordinate with Treasury for payment collection from late-paying customers.
• Utilize data-driven insights to advocate for customer needs within the organization.

Requirements

• Minimum 2 years of experience in Customer Success or Account Management, preferably in SaaS.
• Experience with global employment and Employers of Record (EOR).
• Exceptional written and verbal English communication skills.
• Ability to work Monday - Friday, 8:30 AM - 4:30 PM AMER Timezone.
• Reliable home internet connection.
• Strong analytical mindset and organizational skills.

Nice to have

• Proficiency in Zendesk, Asana, Notion, and Slack.
• Experience in the HR industry and international employment practices.
• Business proficiency in Spanish or Portuguese.

Culture & Benefits

• Permanent work-from-home arrangement.
• Opportunity for immediate hiring.
• Supportive culture focused on continuous learning and professional growth.
• Collaborative environment within a tightly-knit Customer Success POD.