Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading a portfolio of high-value enterprise customers and managing a team of CSMs with an accent on strategic account growth and net revenue retention (NRR). Focus on building executive relationships, driving product adoption, and aligning customer priorities with internal product roadmaps.

Location: Must be based in Poland

Salary: zł200,000 - zł250,000 PLN annually

Company

hirify.global is the #1 software provider for fitness businesses globally, supporting 30K clubs and 40M members through scalable, data-driven solutions.

What you will do

• Lead a portfolio of high-value enterprise accounts, serving as a strategic advisor to executive stakeholders.
• Drive commercial success by owning renewals, contract negotiations, and NRR through upsell and cross-sell strategies.
• Lead, mentor, and develop a team of Customer Success Managers (CSMs) to build strategic account management capabilities.
• Collaborate cross-functionally with Product, Engineering, and Sales to translate customer needs into actionable product roadmaps.
• Manage complex project delivery and resolve critical incidents, acting as the primary project manager until resolution.
• Conduct Quarterly Business Reviews (QBRs) and utilize customer data to drive strategic performance improvements.

Requirements

• Must be based in Poland.
• Fluency in both Polish and English is required.
• 8+ years of experience in Customer Success or Account Management, preferably in a SaaS or enterprise environment.
• Proven experience managing enterprise-level accounts and leading/mentoring customer-facing teams.
• Bachelor's degree.
• Proficiency with CRM platforms (e.g., Salesforce) and project management tools (e.g., Asana).

Nice to have

• Deep understanding of fitness industry trends and franchise business models.

Culture & Benefits

• Inclusive, value-driven culture focused on trust, belonging, and a growth mindset.
• Flexible time off with an open PTO policy and collective quarterly "Days of Disconnect".
• Comprehensive Medical, Dental, and Vision coverage.
• Quarterly fitness reimbursement and subscriptions to the Calm App for employees and dependents.
• Supportive family leave policies, including parental and "pawternity" leave.