Customer Lifecycle Manager (SaaS)

TL;DR

Customer Lifecycle Manager (SaaS): Owning the end-to-end customer journey for North American customers, from onboarding and implementation through adoption, renewals, and ongoing support, with an accent on customer retention, expansion, and scalable lifecycle processes. Focus on coordinating complex cross-functional delivery, identifying customer health risks, and using AI tools to automate and improve customer success operations.

Location: Must be based in or near the Midwest or Eastern United States, with flexibility to travel to customers and to the Breda, Netherlands headquarters as needed. The role is associated with New York.

Company

hirify.global provides a platform that connects customer conversations, data, payments, and AI Agents to support personalized customer journeys at scale.

What you will do

• Own onboarding for new North American customers, coordinating kickoff, implementation, and go-live.
• Serve as the primary post-sale contact for service, delivery, and support across the customer base.
• Coordinate with Support, Product, and Engineering to resolve issues and close the feedback loop.
• Build renewal, adoption, and customer-health processes that identify risks and expansion opportunities.
• Partner with Sales, Marketing, and Product leadership to create scalable customer lifecycle playbooks.
• Experiment with AI tools and automation to improve personal and team productivity.

Requirements

• 5+ years of experience in customer success, account management, implementation, or service delivery, preferably in SaaS or technology-enabled services.
• Proven ownership of post-sale customer relationships, including onboarding, adoption, renewals, and escalation management.
• Experience with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
• Ability to work cross-functionally with Support, Product, Engineering, Sales, and Marketing.
• Fluent English required.
• Must be based in or near the Midwest or Eastern United States and able to travel as needed.

Nice to have

• Experience in a SaaS or technology-enabled service business.
• Active interest in experimenting with new AI models and products.

Culture & Benefits

• Three-day global onboarding program at the Netherlands headquarters.
• Competitive base salary with performance-based incentives.
• Health, dental, and vision insurance.
• Professional growth and development opportunities.
• Collaborative and inclusive culture focused on diversity, creativity, and continuous learning.

Hiring process

• Initial call with the recruitment team.
• Office visit and meeting with the team.
• Meeting with the founder or COO, followed by an offer.