Manager, Scaled Customer Success (SaaS)

TL;DR

Manager, Scaled Customer Success (SaaS): Building and running a scaled customer success motion for a high-growth grant management platform with an accent on data-driven engagement, automation, and operational efficiency. Focus on leading a team of CSMs, designing customer journeys, and implementing systems to drive activation, adoption, and retention at scale.

Location: Must be based in the USA

Salary: $130,000–$160,000 USD base + equity

Company

hirify.global is a profitable, YC-backed SaaS platform building the operating system for grant-funded organizations, helping nonprofits discover and manage funding.

What you will do

• Own the end-to-end execution of the scaled customer success motion for lower-ACV accounts.
• Design and implement customer journeys, touchpoints, and automation to drive value at high volume.
• Manage, coach, and develop a team of approximately six Scaled Customer Success Managers.
• Build and maintain the operational rhythm, including segmentation, health scoring, and reporting.
• Partner with the high-touch book-of-business team to ensure seamless account transitions.
• Provide hands-on leadership during complex customer escalations and critical interactions.

Requirements

• 5+ years of experience in Customer Success, including direct people management of a CSM team.
• Proven track record of running a scaled, pooled, or digital-first CS motion with measurable impact on retention or expansion.
• Operational mindset with experience building segmentation, playbooks, and reporting systems.
• Startup experience with the ability to thrive in ambiguous environments and build processes from scratch.
• Must be based in the USA to align with company operations and benefits.

Culture & Benefits

• 100% covered health, dental, and vision insurance for employees.
• Generous PTO and parental leave policies.
• 401(k) retirement plan.
• Home-office stipend and company-provided laptop.
• Bi-annual company retreats to foster team connection.