Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading and mentoring a high-performing team of Customer Success Managers to drive engagement, retention, and expansion within an enterprise GRC platform with an accent on coaching, commercial accountability, and strategic account management. Focus on navigating complex enterprise renewals, mitigating churn, and fostering AI adoption across a diverse client portfolio.

Location: Remote or Hybrid (Chicago, IL). This role requires up to 50% travel to support strategic account engagement.

Salary: $115,000–$140,000 per year + variable + equity.

Company

hirify.global is a leading AI-powered GRC platform helping enterprise teams manage risk, compliance, and resilience through centralized, actionable insights.

What you will do

• Lead, mentor, and develop a team of Customer Success Managers across the US and UK.
• Own team-level renewal, retention, and expansion performance metrics.
• Provide leadership presence and support for complex enterprise account escalations.
• Develop and scale internal standards, operational playbooks, and retention strategies.
• Partner with Sales, Implementation, and Product teams to ensure seamless customer handoffs.
• Coach the team on leveraging Risk Cloud’s AI capabilities to drive customer value.

Requirements

• 5+ years of experience in customer success, account management, or enterprise B2B SaaS.
• 2+ years of formal people management experience with accountability for retention and forecasting.
• Experience working within a highly configurable low-code/no-code SaaS environment.
• Proven ability to collaborate cross-functionally and navigate multi-stakeholder enterprise risks.
• Demonstrated passion for coaching individual contributors and driving professional growth.
• Deep experience delivering outcomes for large-scale enterprise organizations.

Nice to have

• Familiarity with customer success platforms like Planhat or Salesforce.
• Robust domain knowledge in GRC, risk management, or compliance.
• Curiosity for utilizing Generative AI tools to optimize workflows and documentation.

Culture & Benefits

• Competitive salary, variable compensation, and equity options.
• Flexible health and wellness benefits, generous PTO, and company holidays.
• Support for professional growth through LinkedIn Learning and internal mentorship programs.
• Inclusive culture with active Employee Resource Groups and paid volunteer hours.
• Hybrid workplace model designed to balance flexibility with customer delivery.