Customer Experience Manager (SaaS)

TL;DR

Customer Experience Manager (SaaS): Managing a blended portfolio of accounts to drive adoption, retention, and long-term value for a vertical SaaS platform with an accent on consultative partnership and operational workflow validation. Focus on building stakeholder trust, managing the full customer lifecycle from onboarding to renewal, and acting as the voice of the industry to shape product direction.

Location: Must be based in New York City, NY (Hybrid: 3 days/week in office)

Salary: $120,000–$130,000

Company

hirify.global is a venture-backed, early-stage vertical SaaS company modernizing the waste and recycling industry with an all-in-one operational solution.

What you will do

• Own a blended portfolio of accounts, serving as the primary point of contact post-handoff.
• Build consultative relationships, defining success criteria and driving alignment against operational outcomes.
• Partner with Sales during the sales cycle to validate workflows and build early stakeholder trust.
• Monitor account health, identify adoption gaps, and proactively recommend improvements.
• Manage renewals and partner with Sales on expansion and commercial conversations.
• Surface customer feedback and product gaps to internal teams to influence the product roadmap.

Requirements

• 2–5 years of experience managing customer accounts in a SaaS environment.
• Must be based in New York City and able to work in the office 3 days per week.
• Ability to manage a blended book of business with varying levels of complexity.
• Strong communication skills with the ability to build trust across multiple stakeholders.
• Proactive mindset with a strong sense of ownership and accountability.
• Willingness to travel up to 50% of the time for customer engagements and industry events.

Nice to have

• Background in vertical SaaS or operationally complex industries like logistics, waste, or construction.
• Experience supporting complex implementations or onboarding processes.
• Analytical skills to connect customer feedback to business impact.
• Familiarity with scaled enablement approaches like webinars and async content.

Culture & Benefits

• Competitive salary and 401k plan.
• Company-paid medical, dental, and vision coverage.
• Flexible time off and opportunities for professional development.
• Mission-driven environment focused on transforming a critical industry.
• Supportive, inclusive culture that celebrates individuality.