Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing onboarding, product adoption, training, retention, and value realization for enterprise customers with an accent on account health, usage analytics, and cross-functional delivery. Focus on identifying churn risks, building mitigation plans, leading quarterly business reviews, and supporting renewals through measurable customer outcomes.

Location: Washington, DC, United States; flexible home-working policy available.

Salary: $80,000–$90,000 USD per year.

Company

hirify.global provides regulatory and sustainability intelligence, compliance tools, and advisory services to global businesses, including Fortune 500 multinational companies.

What you will do

• Own structured onboarding projects, define customer goals and success criteria, and coordinate launches with internal support and expert services.
• Monitor product usage, build adoption plans, deliver user training, and promote new features and self-service resources.
• Expand product usage across customer teams, sites, functions, jurisdictions, and use cases in partnership with Account Management.
• Lead quarterly business reviews and maintain accurate account health scores, risk flags, and next actions.
• Identify churn risks early and execute re-engagement, retraining, value-alignment, and save plans.
• Represent customer feedback internally while supporting retention, advocacy, renewal readiness, and peer development.

Requirements

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• 3–5 years of experience in customer success, account management, or a related post-sale B2B role in software, SaaS, IT, insurance, engineering, financial services, or consultancy.
• Experience running onboarding, adoption, and training programs for enterprise customers.
• Demonstrated ability to improve retention, product adoption, and customer satisfaction across a portfolio.
• Strong data fluency, presentation, training delivery, project management, problem-solving, CRM, and cross-functional collaboration skills.
• Fluent English required; proficiency in Microsoft Office 365 required.

Nice to have

• Experience with Salesforce, Pendo, Gong, or Zendesk.
• Knowledge of additional languages.
• Experience supporting peer development and sharing customer success best practices.

Culture & Benefits

• Flexible home-working policy.
• Competitive salary and benefits package.
• Work-life balance in a fast-paced, collaborative environment.
• Opportunity to work with global enterprise customers on compliance and sustainability objectives.
• Inclusive workplace committed to equal opportunity and diversity.