Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a strategic book of business for a data privacy platform with an accent on retention, expansion, and long-term customer value. Focus on building stakeholder trust, analyzing product usage data, and driving measurable outcomes through proactive account management.

Location: Must be based in the U.S. (Fully remote)

Company

hirify.global is a B-Corporation and leading data privacy platform that simplifies compliance with global regulations like GDPR and CCPA.

What you will do

• Manage a strategic book of business end-to-end, serving as the primary contact for executive and technical stakeholders.
• Drive retention and expansion metrics including GRR and NRR.
• Monitor customer health and engagement signals to proactively mitigate churn risks.
• Analyze product usage data to inform account strategy and identify upsell opportunities.
• Partner with Sales, Product, and Support teams to ensure a seamless customer experience.
• Act as the voice of the customer internally to influence product improvements.

Requirements

• 5+ years of experience in Customer Success or Account Management within a SaaS environment.
• Proven track record of owning retention and expansion metrics.
• Proficiency in CRM systems, preferably HubSpot.
• Strong technical acumen and ability to interpret product usage data.
• Experience with customer communication tools like Gong or Loom.
• Must be based in the U.S.

Nice to have

• Experience with Customer Success platforms like Gainsight or Vitally.
• Strong interest in AI tools, automation, and workflow experimentation.
• Background in data analysis or customer journey mapping.

Culture & Benefits

• Competitive compensation with equity ownership.
• Fully remote work environment with a $600 home office stipend.
• Unlimited PTO with a mandatory two-week minimum.
• Comprehensive health, dental, and vision insurance with 100% base premium coverage.
• Paid parental leave and mental health benefits.
• Opportunities for professional development, including privacy certification.