Mid-Market Customer Success Manager (SaaS)

TL;DR

Mid-Market Customer Success Manager (SaaS): Managing a portfolio of North American customers representing $3M ARR with an accent on driving retention, NRR, and product adoption. Focus on building trusted stakeholder relationships, executing success plans, and collaborating with Sales to identify expansion opportunities.

Location: Must be based in Seattle, WA, USA (Hybrid role).

Salary: $80,000 - $115,000

Company

hirify.global is an AI-powered voice technology company protecting over 550 million users and 800+ businesses from spam and scams while restoring trust in voice communication.

What you will do

• Manage a portfolio of Mid-Market customers representing approximately $3M ARR.
• Build and maintain trusted relationships with key customer stakeholders.
• Develop and execute success plans aligned with customer business objectives.
• Conduct regular business reviews to demonstrate value and drive product adoption.
• Monitor customer health, identify risks, and implement proactive retention strategies.
• Partner with Sales to identify and support expansion opportunities within existing accounts.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS environment.
• Proven track record of managing Mid-Market portfolios and driving retention outcomes.
• Strong analytical, communication, and problem-solving skills.
• Experience using Salesforce and Customer Success platforms like Vitally, Gainsight, or similar.
• Must be based in Seattle, WA and able to work in a hybrid environment.

Culture & Benefits

• Equity compensation aligned with company growth.
• Comprehensive insurance including medical, dental, and vision with 50% dependent coverage.
• 401(k) with 3% company match.
• Flexible vacation policy and paid company holidays.
• $1,000 annual learning and growth stipend plus $1,000 charitable donation matching.
• Work-from-home equipment stipend and team lunches 3x per week.