Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing account health, product adoption, and renewals for cannabis retail operators with an accent on strategic relationship management and retention. Focus on driving feature adoption, executing save playbooks for at-risk accounts, and identifying expansion opportunities within a segmented client portfolio.

Location: Remote (Must be US-based)

Company

hirify.global is a product-driven software startup building an all-in-one Dispensary Operating System platform for cannabis retail.

What you will do

• Monitor account health using structured scoring to identify early warning signals and mitigate churn risk.
• Drive product adoption by building tailored plans and aligning with Customer Marketing to maximize feature usage.
• Manage the full commercial renewal cycle and identify opportunities for expansion, including additional modules and locations.
• Collaborate cross-functionally with Implementation, Technical Support, and Product teams to route feedback and resolve escalations.
• Lead strategic engagements including weekly calls, Quarterly Business Reviews (QBRs), and annual kick-offs.

Requirements

• 3+ years of experience in customer success, account management, or a client-facing SaaS role.
• Proven track record of owning renewals and driving successful product adoption and retention.
• Experience managing client portfolios against defined health or performance metrics.
• Proficiency with CRM tools and the ability to interpret account data independently.
• Must be based in the US.

Nice to have

• Experience in the cannabis or healthcare industries.
• Background with POS systems or retail technology for multi-location operators.
• Familiarity with segmented or tiered CS models.
• Experience using Jira or Intercom.

Culture & Benefits

• Fully remote work environment with a collaborative, distributed team.
• Comprehensive health benefits including medical, dental, and vision insurance.
• Competitive base salary with a performance-based variable compensation plan.
• Generous PTO, paid parental leave, and company-observed holidays.
• Direct influence on the product roadmap via a structured feedback loop.