Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Providing high-quality technical support and building relationships with developers using the hirify.global email platform with an accent on debugging, documentation, and product advocacy. Focus on scaling support capacity through AI agent training, automation, and proactive problem-solving to ensure a superior developer experience.

Location: Must be based in UTC-3 to UTC-8 time zones. Role is fully remote with occasional travel for team offsites and conferences.

Salary: $120,000 - $140,000 USD

Company

hirify.global is a developer-focused platform building the modern standard for email infrastructure, backed by top-tier investors like a16z and Y Combinator.

What you will do

• Act as the primary point of contact for customer requests and technical inquiries.
• Debug, report, and implement scoped fixes for bugs and regressions.
• Transform recurring support tickets into permanent solutions via documentation, product PRs, or agent improvements.
• Train and refine the AI support agent by managing prompts, tools, and evaluation metrics.
• Develop guides and code examples to demonstrate platform capabilities.
• Advocate for customer needs and identify potential friction points within the product.

Requirements

• Must be based in UTC-3 to UTC-8 time zones.
• 3-5 years of experience in technical support or customer success roles.
• Proven track record of scaling support operations at high-growth companies using automation and AI.
• Experience with email deliverability concepts and troubleshooting.
• Ability to perform effectively under customer pressure.

Culture & Benefits

• Fully remote team with flexible working schedules.
• Ownership-driven culture with autonomy to ship solutions.
• Modern tech stack including Next.js, Plain, Raycast, and Retool.
• Collaborative, low-ego team environment.
• Opportunities for team offsites and professional meetups.