Customer Success Manager (IT Services)

TL;DR

Customer Success Manager (IT Services): Leading and growing a customer support team to drive retention and satisfaction with an accent on human-centric relationship building and scalable processes. Focus on coaching team members, managing high-level escalations, and implementing playbooks for growth.

Location: Remote (USA)

Compensation: Performance bonus up to 20% of base salary

Company

hirify.global is a hardware services provider focused on maintaining the human side of hardware support.

What you will do

• Manage, coach, and mentor a support team, scaling from 4 to 9 members.
• Define and maintain a relationship-first, empathetic standard for customer engagement.
• Develop scalable processes, playbooks, and systems to support team growth.
• Use metrics and reporting to guide decisions and improve customer retention.
• Personally handle the most complex customer escalations.
• Lead the hiring and onboarding process for new team members.

Requirements

• 3+ years of experience in customer success or support leadership.
• Proven experience managing and motivating a small team.
• Excellent written and verbal communication skills.
• Ability to balance data-driven decisions with intuition and empathy.
• Must be based in the US (eligible for 401k, HSA, and FSA benefits).

Nice to have

• Experience in high-touch service cultures such as hospitality or premium consumer brands.
• Familiarity with CS tools like Zendesk, Intercom, HubSpot, or Gainsight.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision plans.
• 401(k) with employer match, Life Insurance, HSA, and FSA options.
• Free Coursera Professional Certifications for skill development.
• Generous vacation, sick time, and paid time off for community service.
• Supportive environment with Adoption Assistance and an Employee Assistance Program (EAP).