Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading and developing a team of Customer Success Managers to guide clients through their lifecycle with an accent on retention, product adoption, and operational excellence. Focus on driving accountability to KPIs, managing complex escalations, and fostering a culture of high-performance coaching within a fast-growing inventory management software environment.

Location: Must be based in the United States (Remote)

Salary: $100,000–$110,000 base + 20% variable

Company

hirify.global is a global software company providing leading inventory management and supply chain solutions for product sellers worldwide.

What you will do

• Lead, coach, and develop a team of Customer Success Managers to drive daily execution and performance.
• Provide hands-on coaching through live call shadowing and real-time feedback.
• Own team-level outcomes including retention, product adoption, and customer health scores.
• Manage escalations and complex account situations with clarity and empathy.
• Refine playbooks, cadences, and processes to increase team efficiency and operational rigor.
• Collaborate cross-functionally with Product, Sales, and Support to advocate for customer needs.

Requirements

• 6+ years in a customer-facing role within high-velocity SaaS Customer Success or Account Management.
• 3+ years of direct people management experience including performance management and hiring.
• Experience working with supply chain, manufacturing, commerce, or retail customers.
• Strong operational acumen and metrics-based management style using KPIs and SLAs.
• Demonstrated expertise with platforms such as Salesforce, ChurnZero, and Gong.
• Must be authorized to work in the United States.

Nice to have

• Experience with emerging AI tools to improve team visibility and performance.
• Proven record of building future leaders through consistent mentorship.

Culture & Benefits

• Comprehensive health benefits including medical, dental, vision, and 401(k) with company match.
• Flexible PTO policy plus a dedicated Global hirify.global Day for wellbeing.
• Culture of connection and inclusion with frequent company-sponsored events.
• Access to learning resources and clear pathways for career progression.