Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of SaaS and B2B accounts to drive adoption, retention, and growth with an accent on client onboarding and relationship management. Focus on monitoring customer health, conducting Quarterly Business Reviews (QBRs), and identifying upsell opportunities.

Location: Remote (Must be based in Mexico, Colombia, Honduras, or Brazil). Working hours: U.S. Business Hours.

Company

hirify.global is a sourcing firm hiring for one of its SaaS clients.

What you will do

• Lead client onboarding sessions and product training to ensure successful implementation and adoption.
• Manage a portfolio of active B2B accounts as the primary point of contact for customer stakeholders.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to ensure value delivery.
• Monitor customer health using tools like Gainsight, ChurnZero, and Totango to proactively prevent churn.
• Identify upsell and cross-sell opportunities in collaboration with the Sales team to grow existing accounts.
• Coordinate with Product and Support teams to escalate issues and share customer feedback for product improvement.

Requirements

• 2+ years of experience in Customer Success, Account Management, or SaaS Support.
• Proficiency with Salesforce, HubSpot, Gainsight, ChurnZero, or Totango.
• Strong communication and presentation skills.
• Ability to manage multiple client accounts simultaneously.
• Must be based in Mexico, Colombia, Honduras, or Brazil.
• Availability to work during U.S. Business Hours.

Nice to have

• Experience with NPS, CSAT, and customer health scoring metrics.
• Proven track record of managing renewals or meeting revenue targets.
• Experience creating customer playbooks and professional client presentations.

Hiring process

• Application review and a mandatory 3-5 minute Spark Hire intro video.
• Recruiter interview and a practical assessment (QBR or Account Strategy exercise).
• Final client interview.