Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading the Customer Success team to drive product adoption, retention, and long-term growth with an accent on customer lifecycle optimization and operational management. Focus on developing scalable engagement frameworks, managing high-value customer relationships, and leveraging data-driven insights to improve customer outcomes.

Location: Remote, USA

Company

hirify.global creates technology designed to foster a neuroinclusive world, ensuring that unique minds are recognized, valued, and understood.

What you will do

• Lead Customer Success projects and initiatives, ensuring effective delivery of objectives and timelines.
• Manage onboarding, training, coaching, and ongoing professional development for CS team members.
• Define and continuously improve customer lifecycle processes and engagement touchpoints.
• Act as an escalation point for complex customer situations to ensure timely resolution.
• Manage key customer relationships to support product adoption and value realization.
• Monitor and improve performance metrics, including customer retention, health, and satisfaction.

Requirements

• 5+ years of experience in Customer Success or account management within a SaaS environment.
• Proven experience leading teams and coordinating work across cross-functional stakeholders.
• Expertise in developing customer lifecycle processes and engagement programs.
• Strong analytical capability using data and performance metrics for decision-making.
• Experience using reporting tools, automation, or AI-enabled solutions to improve operational performance.
• Must be based in the USA

Nice to have

• Experience managing CS programs within a growing SaaS organization or managing enterprise customers.
• Familiarity with Customer Success platforms, CRM systems, and health monitoring tools.
• Experience within EdTech or supporting educational institutions.
• Degree or equivalent experience in a related field.

Culture & Benefits

• Competitive salary with bonus opportunities.
• Flexible work schedules and flexible time off plans.
• Comprehensive health and wellness benefits.
• Dedicated career growth through professional development programs.
• Collaborative, innovative, and neuroinclusive culture.