Customer Success Team Manager (SaaS)

TL;DR

Customer Success Team Manager (SaaS): Overseeing a team of Customer Success Managers and driving department-wide initiatives to improve customer satisfaction and reduce churn with an accent on strategic execution and resource allocation. Focus on driving net revenue retention (NRR), implementing effective CS processes, and collaborating with cross-functional teams to align customer success with business objectives.

Location: Remote (US)

Salary: $110K – $130K OTE

Company

hirify.global simplifies workforce compliance management across healthcare through innovative technology and strategic partnerships.

What you will do

• Lead, mentor, and develop a team of Customer Success Professionals through coaching, training, and performance feedback.
• Support CSMs in executing complex contract renewals, expansions, and upsells to drive retention and growth.
• Develop and implement strategies to improve customer satisfaction and Net Revenue Retention (NRR).
• Analyze customer health trends and data to proactively mitigate churn risks and identify product improvements.
• Partner with Operations to design and test new workflows for customer segments, optimizing efficiency.
• Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success or account management, preferably in a SaaS environment.
• 2+ years of experience leading and managing a team of customer success professionals.
• Proven track record of driving customer retention, growth, and advocacy.
• Proficiency in customer success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Hubspot).
• Must be based in the United States.

Culture & Benefits

• Professional development allowance to support continuous growth.
• Flexibility for work-life balance with ample PTO, including birthday and volunteering leave.
• 401K with company matching and financial planning resources (US).
• Comprehensive health insurance options including HSA, FSA, medical, dental, and vision (US).
• Annual Lifestyle Spending Account (LSA) for well-being, gym, or WFH equipment (US).