Scaled Customer Success Manager (SaaS)

TL;DR

Scaled Customer Success Manager (SaaS): Delivering exceptional customer experiences at scale across the Flock Advisory Network with an accent on digital-first onboarding, adoption, and value realization. Focus on building scalable solutions, automating repetitive workflows, and leveraging AI-powered tools to improve operational efficiency.

Location: Must be based in the United States. Remote work is available, with priority given to candidates in hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco.

Salary: $130,000 – $140,000 + Equity

Company

hirify.global builds technology designed to reduce crime and protect privacy in partnership with cities, businesses, and neighborhoods.

What you will do

• Manage high-volume inbound customer requests and lead onboarding and activation activities for thousands of users.
• Develop self-service resources, FAQs, and knowledge base articles to reduce customer effort.
• Identify and implement automation for repetitive customer interactions and success workflows.
• Analyze customer behavior and operational metrics to recommend and drive process improvements.
• Leverage AI-powered tools to enhance customer education, content creation, and operational productivity.
• Collaborate with Product, Support, Billing, and Sales teams to ensure seamless customer journeys.

Requirements

• Experience in Customer Success, Support, Onboarding, or Customer Operations within a SaaS environment.
• Based in the United States.
• Ability to manage high volumes of interactions while maintaining quality and accuracy.
• Proven proficiency in leveraging AI-powered tools to automate tasks and improve workflows.
• Experience using CRM and Customer Success platforms.
• Exceptional written and verbal communication skills.

Culture & Benefits

• Flexible non-accrual PTO plus 11 company holidays.
• Fully-paid health benefits plan (Medical, Dental, Vision) with HSA match.
• 12 weeks of 100% paid parental leave plus physical recovery time for birthing parents.
• $50,000 lifetime maximum benefit for fertility, adoption, or surrogacy expenses.
• Comprehensive mental health support via Spring Health and caregiver support via Cariloop.
• Financial stipends: $150/month for WFH, $300/year for productivity, and a one-time $750 home office setup.