Manager Of SMB Customer Success (SaaS)

TL;DR

Manager of SMB Customer Success (SaaS): Leading and scaling a digital-first customer success motion for a high-volume SMB segment with an accent on automation, retention, and adoption strategies. Focus on building systems, playbooks, and performance-driven infrastructure to manage a large book of business efficiently.

Location: Must be based in the US

Compensation: $130,000 – $150,000 OTE + Equity

Company

hirify.global is a fast-growing vertical SaaS company leveraging AI to close the justice gap for personal injury victims and law firms.

What you will do

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
• Design and operationalize a digital-first CS motion to drive adoption, retention, and expansion.
• Build automated lifecycle programs including onboarding, health-based triggers, and renewal campaigns.
• Own GRR and NRR targets for the SMB segment.
• Develop dashboards to track team performance, customer health, and segment-level risk.
• Partner with cross-functional teams to improve the digital customer experience.

Requirements

• Must be based in the US
• 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment.
• 1–2+ years of people management experience.
• Proven track record of building or optimizing a tech-touch or digital CS motion.
• Deep familiarity with CS platforms like Vitally, ChurnZero, or Totango.
• Strong analytical mindset with experience building dashboards and tracking KPIs.

Nice to have

• Experience in legaltech, professional services, or vertical SaaS.
• Familiarity with AI-powered products.
• Background in customer marketing or lifecycle marketing.

Culture & Benefits

• Choice of medical, dental, and vision insurance plans.
• Flexible paid time off, sick leave, and paid parental leave.
• 401(k) retirement plan for US-based employees.
• Home office stipend.
• Local in-person meet-up program.