Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading a pod of 5-7 Customer Success Managers to drive retention and growth outcomes with an accent on coaching, performance management, and commercial accountability. Focus on navigating organizational change, driving AI adoption within the team, and translating high-level business priorities into actionable team goals.

Location: Must be based in the Americas

Salary: $120,000 – $140,000 USD

Company

hirify.global provides a data-driven messaging platform that helps over 9,000 companies send automated, relevant communications to their users.

What you will do

• Lead and develop a pod of 5-7 CSMs through structured 1:1s and performance feedback.
• Own retention and growth outcomes for the pod's book of business, including direct involvement in high-value escalations.
• Translate organizational priorities into clear team goals and actionable workloads.
• Manage the full performance spectrum, from accelerating high performers to addressing underperformance.
• Surface actionable insights and patterns from the customer base to senior leadership.
• Drive AI adoption by identifying efficiency opportunities and modeling AI-native workflows.

Requirements

• 2-3 years of people management experience in a B2B SaaS CS environment.
• Proven track record of commercial accountability, specifically with GRR/NRR targets.
• Demonstrated experience leading teams through organizational change and ambiguity.
• High level of autonomy and ability to surface risks proactively.
• Genuine AI fluency with practical experience in changing team operations.
• Comfortable with direct coaching and manager-level involvement in renewals.

Culture & Benefits

• 100% coverage of medical, dental, vision, and mental health insurance premiums for you and your family.
• 16 weeks of paid parental leave.
• Unlimited PTO policy.
• Stipends for remote work and wellness.
• Professional development budget.

Hiring process

• Recruiter Screen (30 minutes).
• Hiring Manager Interview (45 minutes).
• Leadership Case Presentation (60 minutes).