Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of SMB/Mid-Market customers to drive retention and growth through data-driven insights with an accent on demand-side analytics and account health monitoring. Focus on translating customer needs into actionable product requests and building scalable customer success playbooks.

Location: Hybrid in Denver, CO (3+ days/week in office). Remote employees will not be considered for this role.

Company

hirify.global is a Commerce Intelligence System that unifies fragmented retail and ecommerce data into a single source of truth using AI Agents to help brands optimize supply chains and revenue.

What you will do

• Manage a portfolio of 15–30 SMB/Mid-Market customers as the primary point of contact from onboarding through renewal.
• Partner with executive stakeholders (VP to C-level) to achieve measurable business outcomes using the hirify.global platform.
• Drive retention and account expansion through value reviews and growth-focused conversations.
• Analyze customer data to help them transition insights into repeatable, automated processes.
• Collaborate with Product and Engineering teams to translate customer feedback into the product roadmap.
• Develop scalable processes, playbooks, and training programs to improve the overall customer journey.

Requirements

• Must be based in or able to work hybrid in Denver, CO
• 2+ years of experience in SaaS Customer Success, consulting, or analytical client-facing roles.
• Strong analytical and problem-solving skills to link technical details to business outcomes.
• Proven project management abilities and experience managing multiple customer journeys.
• Experience managing renewals and account expansions.
• Ownership mindset with a high degree of initiative and urgency.

Nice to have

• Experience in CPG or supply chain domains.
• Expertise in customer journey mapping or process improvement.
• Previous experience as a Team Lead or coaching other CSMs.

Culture & Benefits

• Flexible PTO and a 401(k) matching program.
• Professional development budget for courses and certifications.
• Monthly transit reimbursement for commuting to the office.
• Paid parental leave.
• Team-building perks including weekly team lunches.