Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Driving product adoption, value realization, and retention across a broader and more complex customer portfolio with an accent on customer health management using usage telemetry and adoption signals. Focus on proactive risk mitigation, renewals and expansion execution, and delivering executive-ready, data-driven insights to grow and modernize customer engagements.

Location: Remote, Germany

Company

hirify.global provides process intelligence and automation software used by organizations worldwide.

What you will do

• Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization.
• Deliver telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies.
• Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts.
• Anticipate inflection points (renewal, expansion, modernization, risk) and proactively adjust success strategies.
• Lead onboarding and early adoption for complex or strategic customers, including 30/90-day check-ins and executive sponsor engagement when needed.
• Own renewals health reviews and risk mitigation plans; drive structured turnaround and recovery plays for churn signals.

Requirements

• Location: must be based in Germany
• 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments.
• Experience with Salesforce.
• Experience using usage telemetry/adoption signals or a Customer Success Management platform (CSM platform experience is a plus).
• Bachelor’s degree in a related field or equivalent combination of education and experience.

Culture & Benefits

• Hybrid working model with flexibility between at-home and in-office collaboration.
• Role is remote with intentional opportunities to connect async and in person.
• Global perks and benefits including flexible paid time off, wellness programs, and paid parental leave.
• Employee wellness and counseling resources, peer recognition and awards.
• Community impact and paid volunteer time, plus learning and growth opportunities.