Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Own onboarding and expansion for bookkeepers and accounting firms using hirify.global’s all-in-one product, with an accent on driving Free Trial to subscription conversion and accelerating adoption of the full feature suite. Focus on coordinating with Account Executives, running training and Q&A sessions, and translating customer feedback into actionable improvements for the product roadmap.

Location: New York Office (or Remote)

Salary: $80K–$100K (equity, bonus)

Company

hirify.global builds an all-in-one platform that helps bookkeepers manage work, communicate with clients, catch errors, and deliver reports.

What you will do

• Run onboarding calls, train customers on the product, complete technical implementation steps, and help customers realize value quickly.
• Coordinate with Account Executives to flag risks that could prevent prospects from subscribing.
• Maintain a high conversion rate from Free Trial to subscribed customers (80–85%).
• Support existing accounts by proactively reaching out, removing adoption roadblocks, and driving expansion revenue (increase MRR).
• Facilitate ongoing check-ins, training calls, and Q&A sessions via Zoom.
• Create and maintain customer education materials (video feature overviews and user guides) for content-driven email sequences.

Requirements

• 2–3 years of experience in a customer-facing role at an early-stage SaaS startup.
• Ability to explain complex concepts clearly in both written and verbal communication.
• Strong attention to detail, thoughtfulness, and a customer-centric mindset.
• Experience with process improvement, documentation, and operational efficiency.
• Familiarity with modern SaaS tools such as Slack, Notion, Hubspot and/or Salesforce.
• Accounting/finance experience preferred; interest in learning the space required.

Culture & Benefits

• Competitive pay with equity and bonus opportunities.
• Unlimited PTO.
• Health, dental, and vision insurance.

Hiring process

• Conduct onboarding and success-focused interviews to evaluate customer-facing experience and communication skills.
• Discuss how experience translates into onboarding, adoption, and expansion outcomes.