Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of cloud-based customer accounts to ensure high satisfaction, product adoption, and revenue retention with an accent on contact center operations and workforce engagement. Focus on identifying expansion opportunities, negotiating renewals, and acting as a strategic advocate for clients within the organization.

Location: Must be based in the USA (Remote)

Company

hirify.global is a global leader in AI, cloud, and digital software solutions, serving over 25,000 businesses including 85 of the Fortune 100 to deliver extraordinary customer experiences and ensure public safety.

What you will do

• Act as the primary point of ownership for assigned accounts, coordinating internal resources to deliver successful outcomes.
• Develop and maintain strong relationships with customers through regular success reviews and business goal alignment.
• Negotiate contract renewals and drive revenue retention rates.
• Identify success gaps and expansion opportunities by analyzing customer business operations and product usage.
• Proactively manage customer health, risks, and escalations to ensure a positive experience.
• Present customized business reviews that quantify realized benefits and future success plans.

Requirements

• Must be based in the USA
• 3+ years of experience in a customer-facing role such as Consultant, SaaS Implementation Coordinator, or Solutions Engineer.
• Strong background in Workforce Engagement, Quality Management, and Contact Centers.
• 3+ years of experience working within hosted or Software as a Service business models.
• Demonstrated ability to engage in technical dialogue with customers and internal stakeholders.
• Proficiency with Gainsight and Salesforce.

Culture & Benefits

• Opportunity to work with a market-leading innovation powerhouse in AI and cloud technology.
• Exposure to a diverse, global environment with over 8,500 employees.
• Commitment to equal opportunity employment and inclusive workplace values.
• Focus on high-impact work with Fortune 100 clients.