Lead Customer Success Specialist (SaaS)

TL;DR

Lead Customer Success Specialist (SaaS): Managing post-sales activities and customer retention for an AI-powered CX platform with an accent on relationship building, product adoption, and team leadership. Focus on reducing churn, mentoring CSMs, and collaborating cross-functionally to integrate customer feedback into the product.

Location: Remote (Philippines). Must be available for full on-camera engagement during US core hours (8 AM - 5 PM Mountain Time)

Company

hirify.global is an AI platform for customer experience designed to resolve customer problems in real time across voice and digital channels.

What you will do

• Lead all post-sales activities through strong relationship-building, planning, and execution.
• Act in a team lead capacity by handling escalations and supporting the broader CSM team.
• Provide mentoring and coaching to support the professional development of CSMs.
• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to act as the voice of the customer.
• Maintain long-term partnerships by independently managing renewals and mitigating churn risks.
• Oversee customer adoption and training on best practices to drive incremental value and ROI.

Requirements

• 3-5 years of experience in Customer Success.
• Experience with telecommunication or SaaS providers.
• Must be based in the Philippines with a dedicated, technically equipped workspace.
• Ability to work US core hours (8 AM - 5 PM Mountain Time).
• Strong written communication and organizational skills.
• Previous lead experience is preferred.

Culture & Benefits

• Opportunity to work at the forefront of the AI transformation in business communications.
• Competitive salary and comprehensive benefits package.
• Access to cutting-edge AI tools and a robust training program.
• Inclusive and vibrant team culture recognized as a Great Place to Work.
• Real opportunities for professional growth within a dynamic environment.