Technical Customer Success Manager (SaaS)

TL;DR

Technical Customer Success Manager (SaaS): Supporting enterprise customers with benefits technology, EDI feeds, and integration setups with an accent on troubleshooting, product expertise, and customer satisfaction. Focus on monitoring integrations, analyzing technical issues, documenting solutions, and translating customer feedback into product improvements.

Location: Remote within the United States. Applicants must be currently authorized to work full-time in the United States with no visa sponsorship now or in the future.

Salary: $80,000–$110,000 USD per year.

Company

hirify.global provides HSA and employee benefits technology for employers, consumers, and financial institutions through a user-centric SaaS platform.

What you will do

• Become a subject matter expert on customer support topics, product functionality, and employer benefits solutions.
• Facilitate and monitor EDI feeds for new customers and their benefits administration and payroll providers.
• Help customers configure and troubleshoot integrations using EDI, SFTP, APIs, and related technical tools.
• Collect and structure customer feedback while collaborating with Sales, Product, Marketing, and Engineering to prioritize requests.
• Analyze and triage product issues, then write clear feature requests and bug tickets.
• Create and manage technical documentation for internal teams and external customers.

Requirements

• 2+ years of client-facing experience supporting enterprise customers.
• Strong project management, organizational, interpersonal, written, and verbal communication skills.
• Basic understanding of EDI feeds, SFTP, and APIs.
• Familiarity with Salesforce CRM and Jira.
• Experience working with cross-functional teams and documenting product issues.
• Flexibility to support high customer volume during the Open Enrollment season from approximately November through January.

Culture & Benefits

• Remote-first work environment with a distributed team across the United States.
• Medical, dental, vision, life, and disability coverage.
• HSA with employer contributions and FSA.
• Stock options, 401(k) plan, paid parental leave, and medical travel benefits.
• Flexible vacation policy and lifestyle spending accounts.
• Inclusive workplace focused on diverse teams and authentic self-expression.

Hiring process

• Submit a resume and complete a writing exercise.