Customer Success Manager

TL;DR

Customer Success Manager (Enterprise SaaS): Own the customer relationship from post-deployment onboarding through full platform adoption, with an accent on driving measurable business outcomes, adoption, and renewals. Focus on managing escalations, coordinating cross-functional teams, and building 30/60/90-day success plans using health scores, CSAT/NPS, and expansion metrics.

Location: Multiple States; Remote

Company

hirify.global is a fast-growing SaaS company building a fully integrated platform for the accounting industry.

What you will do

• Own the end-to-end customer journey from onboarding to full platform adoption, ensuring customers achieve business outcomes and goals.
• Build trusted relationships with customer stakeholders and act as a strategic advisor to drive adoption, satisfaction, and customer ROI.
• Manage escalations and resolve customer issues using closed-loop feedback with Support.
• Run executive check-ins and Quarterly Business Reviews (QBRs) to track progress, mitigate risks, and keep customers engaged.
• Identify expansion opportunities by understanding customer goals, pain points, and platform usage; support upsell/cross-sell with Account Managers.
• Develop and maintain 30/60/90-day success plans and report on health scores, adoption metrics, renewal forecasting, and CSAT/NPS.

Requirements

• 5+ years of experience in an Enterprise SaaS Customer Success role.
• Proven experience managing multiple high-value enterprise accounts and driving adoption, satisfaction, and renewals.
• Strong client management and problem-solving skills, including handling complex situations, escalations, change management, and employee enablement.
• Experience with tools such as Jira, Confluence, and HubSpot for managing projects and customer relationships.
• Familiarity with the software development lifecycle; product ownership or product management experience is a plus.
• Bachelor’s degree (B.A., B.S.) or higher required.

Culture & Benefits

• Fast-paced, high-growth environment with cross-functional collaboration across Sales, Product, Support, Professional Services, and Engineering.
• Focus on measurable customer outcomes, adoption, and long-term success.
• Equal opportunity employer.