Account Manager, SMB (SaaS)

TL;DR

Account Manager, SMB (SaaS): Supporting self-serve customers and driving account retention and growth with an accent on churn prevention and value education. Focus on identifying expansion opportunities, resolving root causes of customer concerns, and improving Net Revenue Retention (NRR).

Location: Hybrid in South Jordan, UT (M, W, F in-office)

Company

hirify.global is a fast-growing SaaS company building a Practice Management Suite specifically designed for accounting firms.

What you will do

• Deliver personalized support and lead customer calls to ensure success with the platform.
• Proactively identify upsell and expansion opportunities to increase account value.
• Manage retention conversations with customers considering downgrading or canceling their subscriptions.
• Partner with internal Finance, Support, and Product teams to resolve billing and account-level issues.
• Educate customers on hirify.global’s features and best practices to maximize product value.
• Track retention outcomes and provide insights to improve internal playbooks and NRR.

Requirements

• 1+ year of experience in customer success, support, or account management within a tech or SaaS environment.
• Strong written and verbal communication skills for navigating complex customer conversations.
• Consultative mindset focused on understanding customer needs and delivering solutions.
• Ability to quickly master software tools and confidently guide customers through solutions.
• Must be based in or able to work from South Jordan, UT.

Nice to have

• Experience in customer retention or churn prevention.
• Experience supporting SaaS subscription-based products.
• Familiarity with CRM platforms or support ticketing systems.
• Background in the accounting or tax software domain.

Culture & Benefits

• Flexible Paid Time Off plus 10 company holidays.
• Comprehensive health benefits including Medical, Dental, and Vision with an HSA match.
• 401(k) with 100% company match up to 3% and immediate vesting.
• Mental health support via Impact Suite and Employee Assistance Program (EAP).
• Paid New Parent and Birthing Parent Leave.
• Peer-to-peer recognition program (Nectar) and regular company-wide events.

Hiring process

• Application review and initial screening.
• 20-minute phone call with the People Team.
• 45-60 minute interview with the Hiring Manager.
• 1-3 additional interview rounds based on the role.
• Final interview.