Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing a portfolio of high-value VIP clients for an AI-powered IT platform with an accent on retention, account expansion, and technical onboarding. Focus on driving ROI, conducting quarterly business reviews, and optimizing client workflows.

Location: Must be based in New York (Hybrid: 3 days per week in office)

Salary: $160,000 (OTE)

Company

AI-powered IT platform providing RMM, Helpdesk, and Reporting solutions to over 13,000 companies worldwide.

What you will do

• Manage commercial responsibility for renewals and expansion of a strategic book of business.
• Act as the primary point of contact and technical authority for VIP clients on the hirify.global platform.
• Conduct quarterly Business Reviews to demonstrate continuous value and ROI.
• Identify growth opportunities and organic expansion within the client portfolio based on business needs.
• Lead the onboarding experience through webinars, consultations, and one-on-one demos.
• Analyze account statistics and performance metrics to identify and resolve client pain points.

Requirements

• 3+ years of experience in technical customer-facing roles managing large VIP customers.
• Ability to commute to the New York office 3 times per week.
• Understanding of IT infrastructures (Networks and Operating Systems) or readiness to learn.
• Proven record of retaining, developing, and growing multiple client relationships.
• Strong quantitative and analytical skills with the ability to identify data trends.
• Solid understanding of customer lifecycle stages.

Culture & Benefits

• Hybrid work model allowing flexibility with 3 office days per week.
• Competitive salary with stock options.
• Comprehensive health insurance covering dental and vision care.
• Annual budget to support professional learning and growth.
• Additional perks including company-paid trips and community volunteer days.
• Generous allocation of paid vacation days.