Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a large portfolio of construction and rental accounts through a data-driven engagement model with an accent on retention and product adoption. Focus on building scalable playbooks, monitoring usage trends to mitigate churn, and collaborating with technical and commercial account managers.

Location: Remote, North America (USA, Canada)

Salary: $70,000–$90,000 per year

Company

hirify.global is a leading IoT data platform connecting people, assets, and processes in the global construction industry.

What you will do

• Own renewal health and retention across a large portfolio using structured cadences and targeted outreach.
• Monitor product adoption and usage trends to proactively identify and mitigate churn risks.
• Identify and qualify expansion opportunities for handover to commercial owners.
• Partner with Key Account Managers and Technical Account Managers to resolve client needs.
• Maintain customer health data and success plans within the Planhat system of record.
• Develop a deep hands-on understanding of the hirify.global Manager platform.

Requirements

• 1–4 years of experience in Customer Success or Account Management, preferably in SaaS.
• Must be based in North America (Remote).
• Strong comfort with data analysis to spot trends and risk signals before they become churn.
• Ability to build systems (segmentation, cadences, playbooks) for a varied portfolio.
• Strong written and verbal communication skills for structured calls and concise follow-ups.

Nice to have

• Experience in construction, rental, or heavy-equipment industries.
• Spanish language fluency.
• Experience with Planhat, Salesforce, or comparable CS/CRM platforms.

Culture & Benefits

• Flexible and hybrid working setup with provided IT equipment.
• Focus on personal and professional development through training and coaching.
• Inclusive workplace culture based on DE&I principles (TIDE initiative).
• International environment with regular social events across teams and borders.
• Comprehensive rewards including health benefits and retirement savings.

Hiring process

• Initial phone conversation with the People & Talent team.
• Virtual meet-and-greet with the hiring manager.
• Assignment-specific interview involving a case study presentation.
• Reference and background checks.