Client Success Manager (SaaS)

TL;DR

Client Success Manager (SaaS): Managing relationships with independent supply store clients to ensure product value and adoption with an accent on retention, account health monitoring, and value realization. Focus on reducing churn, driving depth of adoption, and transforming client feedback into product signals.

Location: Must be based in Chicago (in-office 4x/week)

Salary: $117,000 – $130,000 + $30,000 Equity

Company

hirify.global provides best-in-class ERP technology to empower independent supply stores in the building materials industry.

What you will do

• Own a portfolio of live stores, ensuring high retention and client satisfaction.
• Monitor account health using a stoplight model and execute a rigorous communication cadence.
• Identify churn risks early and implement save strategies to resolve root causes.
• Translate client pain points and requests into actionable product signals for Engineering.
• Collaborate with Implementation and Product Support to ensure seamless handoffs and issue resolution.
• Develop a playbook for account expansion and turn healthy clients into advocates.

Requirements

• Must be able to work from the Chicago office during required hours.
• Experience in SaaS Client Success, Account Management, or relationship-driven support.
• Proven track record of carrying retention, renewal, or expansion targets.
• Background in retail, POS, payments, or SMB operations.
• Proficiency with Salesforce and spreadsheet tools (Google Sheets/Excel).
• Strong communication skills for interacting with non-technical business owners.

Nice to have

• Direct familiarity with paint, hardware, building materials, or farm & feed industries.
• Experience with payments or merchant services.
• Comfort working in a dynamic startup environment.
• Experience with tools like Gong or Intercom.

Culture & Benefits

• Full medical, dental, and vision coverage (100% premiums for employees).
• 401k plan with Betterment and life insurance.
• Unlimited PTO and 10 company-paid holidays.
• In-office gym and daily team lunches.
• Subscriptions for learning materials and audiobooks.

Hiring process

• Initial intro call and hiring manager interview (remote).
• Take-home assessment followed by a debrief with leadership.
• Onsite visit in Chicago including interviews, product training, and team coffee/lunch.
• Final call with the CEO.