Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Managing strategic relationships with mid-market hospitality customers to drive satisfaction and long-term retention with an accent on NDR, upselling, and cross-selling. Focus on developing success plans, conducting Executive Business Reviews, and mitigating churn risks for high-value accounts.

Location: The Americas

Salary: 90,000 - 100,000 USD OTE annually

Company

hirify.global is an all-in-one platform helping hospitality businesses automate, optimize, and scale their operations through a powerful suite of features and industry integrations.

What you will do

• Serve as the primary point of contact for enterprise customers, building strong executive-level relationships.
• Proactively manage account health and mitigate risks to ensure high gross retention rates.
• Identify and execute opportunities to increase Net Dollar Retention (NDR) through cross-sell and upsell.
• Develop and execute success plans to drive product usage and measurable business outcomes.
• Conduct regular Executive Business Reviews (EBRs) to align on goals and demonstrate ROI.
• Collaborate cross-functionally with Sales, Product, and Support to deliver a seamless customer experience.

Requirements

• 5+ years of experience in Customer Success or Account Management, preferably in enterprise SaaS.
• Proven track record of managing high-value accounts and driving revenue growth.
• Strong commercial acumen with experience in upselling and contract negotiations.
• Excellent executive presence and communication skills.
• Data-driven mindset with the ability to translate insights into action.
• Resumes must be submitted in English to be considered.

Nice to have

• Experience in hospitality and property management technology.

Culture & Benefits

• Dynamic, global, and impact-driven environment within a fast-growing startup.
• Opportunity to work in a worldwide team spanning 16 countries.
• Equal Opportunity Employer commitment.