Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of 20–40 customer accounts to drive product adoption, retention, and revenue growth with an accent on strategic account planning and relationship management. Focus on leading onboarding, conducting QBRs, and identifying upsell opportunities to ensure measurable ROI for clients.

Location: Must be based in Panama. Role requires working during U.S. Client Business Hours.

Company

hirify.global is a professional services firm facilitating talent sourcing and placement for global clients.

What you will do

• Lead end-to-end customer onboarding, implementation, and product training sessions.
• Manage a portfolio of 20–40 accounts, serving as the primary point of contact for stakeholders.
• Monitor customer health scores and proactively address churn risks or adoption gaps.
• Conduct strategic account reviews and Quarterly Business Reviews (QBRs).
• Own the renewal process and identify cross-sell or upsell expansion opportunities.
• Collaborate with internal Sales, Product, and Support teams to resolve escalations and improve product outcomes.

Requirements

• 2–3+ years of experience in Customer Success, Account Management, or client-facing SaaS roles.
• Proven track record of managing renewals, account growth, and customer relationships.
• Proficiency with CRM platforms like Salesforce or HubSpot.
• Experience with Customer Success platforms such as Gainsight, ChurnZero, or Totango.
• Strong executive presence and presentation skills for leading strategic discussions.
• Must be available to work during U.S. business hours.

Nice to have

• 3–5 years of relevant experience in SaaS or B2B technology.
• Familiarity with NPS, CSAT, and health scoring frameworks.
• Experience creating customer success playbooks or onboarding documentation.

Culture & Benefits

• Fully remote work environment.
• High-impact role with direct influence on revenue and customer retention.
• Opportunities for career advancement into senior, strategic, or leadership roles.
• Collaborative environment working with diverse internal teams.

Hiring process

• Submission of a 3–5 minute Spark Hire intro video.
• Client interview.
• Offer and onboarding.