MSO Customer Success Specialist

TL;DR

MSO Customer Success Specialist (SaaS/Automotive): Act as a real-time post-sale consultative partner for enterprise customers, managing day-to-day accounts, onboarding, and service implementations with an accent on aftersales ecosystem expertise, KPI-driven program performance, and resolving customer issues. Focus on driving adoption and retention through data-informed recommendations, cross-functional launches, and continuous process quality improvements.

Company

hirify.global provides software solutions for the automotive parts and repair industry, supporting parts buying/selling, repair research and planning, and supply chain optimization.

What you will do

• Own post-sale account management as the primary customer point of contact, including recurring travel to customer locations (up to 20% of work time).
• Define customer goals for new services/program implementations and drive launches with National Accounts, Product, and other cross-functional teams.
• Build trusted relationships across customer organizations, align hirify.global offerings to customer objectives, and support retention and usage growth.
• Resolve customer issues via phone/email and, when needed, field visits; coordinate with product SMEs for advanced (“Tier 2”) requests.
• Analyze program/product usage and performance, recommend actions to improve adoption, and review KPIs monthly.
• Track interactions in CRM, support customer reporting needs, and collaborate on data expectations (included vs. fee-based).

Requirements

• Bachelor’s degree in Business or related field, or equivalent directly related work experience.
• At least 3 years of experience in Customer Success implementing and improving account relationships.
• Strong communication skills (written and verbal) and ability to consult effectively with individual client locations.
• Ability to learn and understand SaaS products and hirify.global applications/programs/systems quickly.
• Strong problem-solving skills to resolve client issues and improve customer support outcomes.
• Travel to customer locations as needed, up to 20% of work time.

Culture & Benefits

• Full benefits starting Day 1: Medical, Dental, and Vision.
• 401(k) with company matching up to 4%.
• Unlimited paid flex time off plus 10 company-paid annual holidays.
• Company-issued laptop, monthly communication stipend, and one-time home office equipment stipend upon hire.
• Professional development programs and tuition assistance after 1 year of service.
• Flexible work options may include remote, hybrid, or in-person roles across multiple time zones.

Hiring process

• Interviews to assess customer success experience, communication skills, and ability to drive adoption and retention.
• Evaluation of fit for cross-functional collaboration and KPI-driven account management.

Location: United States