Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of existing clients to drive product adoption, revenue retention, and growth with an accent on strategic advisory and negotiation. Focus on maximizing customer value, mitigating churn, and championing product improvements based on client feedback.

Location: Must be based in or near Salt Lake City, UT (Hybrid role with office presence required).

Company

hirify.global is a leading SaaS platform helping over 1,300 companies fight counterfeits, piracy, and distribution abuse to recover digital revenue.

What you will do

• Manage a renewal book of business and act as a strategic advisor to guide customers toward their business goals.
• Monitor account adoption metrics and implement strategies to enhance product usage and workflow efficiency.
• Lead renewal negotiations directly with stakeholders up to the C-Suite level.
• Identify and execute expansion and growth opportunities within existing accounts.
• Advocate for product features and improvements by acting as the voice of the customer to internal teams.
• Develop deep domain knowledge in IP and brand protection to provide expert guidance.

Requirements

• Bachelor’s degree in Law, Business, Finance, IT, or a relevant discipline.
• 3-4 years of experience in customer management, professional services, or customer-facing roles, preferably in SaaS.
• Proven track record of managing a book of business with successful forecasting and quota attainment.
• Expertise in negotiation, upsells, and identifying growth opportunities.
• Strong data literacy and ability to communicate technical concepts to both internal and external stakeholders.
• Must be comfortable working in a fast-paced, hybrid environment in Salt Lake City.

Nice to have

• Prior experience in a similar role with a software solution.
• Background in Intellectual Property Law.
• Experience with Gainsight and Salesforce.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans (100% employer-paid).
• Employer-matched 401(k) contributions.
• Paid parental leave and family planning benefits.
• Flexible work environment promoting work-life balance.
• Learning culture with individualized development plans.
• Access to wellness perks including One Medical, TalkSpace, and Peloton memberships.