Customer Success Manager I

TL;DR

Customer Success Manager I (CRM/SaaS): Own end-to-end renewals for high-volume SMB accounts and drive revenue retention and expansion by monitoring account health and identifying upsell opportunities. Focus on renewal execution, contract administration, CRM data integrity, and KPI performance (GRR/NRR, on-time renewals) with an accent on cross-functional escalation support and process improvement.

Company

hirify.global provides premium, enterprise-grade solutions for building, managing, and optimizing WordPress websites and applications.

What you will do

• Manage the full renewal process for assigned high-volume accounts to maintain Gross Revenue Retention (GRR) and ensure timely contract execution.
• Use account health and usage data to spot “ready-to-buy” signals, qualify upsell leads, and pass them to the sales team.
• Handle contract administration tasks including amendments, billing inquiries, and maintaining CRM data integrity.
• Process downgrade requests in line with policy, identify retention risks, and escalate or address them through value-based conversations.
• Coordinate daily with cross-functional partners to deliver a unified customer experience and support adoption/value programs.
• Drive operational excellence by improving renewal workflows, maintaining CRM hygiene, and executing against KPIs (NRR, on-time renewal rate, task completion speed).

Requirements

• 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably in B2B SaaS/tech.
• Basic understanding of SaaS commercial metrics (ARR, churn, upsell) and experience with contract terminology.
• Hands-on experience with CRM tools such as Salesforce and customer success platforms such as Gainsight; proficient in Google Suite.
• Exceptional written and verbal English communication skills with professional executive presence for high-volume calls, emails, and chat.
• Location: WFH in Ireland.

Culture & Benefits

• Company stock options; every employee is an owner.
• Health benefits (medical, dental, fertility), paid family and caregiver leave, and an employee assistance program.
• Generous vacation time, 4 wellness days per year, and a pension with 5% company match.
• €435 one-time work-from-home allowance.
• Ongoing education via LinkedIn Learning, Workday Learning, and a career growth portal.

Hiring process

• Interviews include an assessment of role fit and commercial execution expectations.
• Compensation details and total rewards components (including equity/variable pay where applicable) are shared during the hiring process.