Strategic Customer Success Manager, Exteriors

TL;DR

Strategic Customer Success Manager, Exteriors (SaaS): Managing the long-term success, adoption, and advocacy of hirify.global’s largest franchise and multi-location enterprise customers with an accent on strategic account partnerships, customer enablement, and product value realization. Focus on analyzing engagement data, coordinating product enhancements, resolving escalations, and driving complex customer initiatives across corporate teams, franchise owners, and end-users.

Location: US Remote

Salary: $104,500–$156,700 USD annually for Zone 2 US locations; $111,800–$167,600 USD annually for Zone 1 locations. Additional compensation includes an annual bonus and equity.

Company

hirify.global provides software for home and commercial service businesses, supporting franchise systems and multi-location enterprises.

What you will do

• Build strong relationships with corporate contacts at strategic franchise and enterprise accounts.
• Coach corporate staff, franchise owners, and end-users on product best practices and workflows.
• Drive initiatives that improve product adoption, customer satisfaction, and customer advocacy.
• Analyze user engagement data, report on KPIs, and identify actionable customer and product insights.
• Partner with product managers on enhancement requests and serve as a subject matter expert for custom account features.
• Manage support escalations, account records, and customer experience improvements across products and processes.

Requirements

• 5+ years of relevant experience managing multiple accounts and projects with a proven record of success.
• Exceptional account management, customer service, project management, communication, and organizational skills.
• Ability to learn software quickly, identify opportunities for broader product use, and proactively address risks and roadblocks.
• Ability to lead, motivate, collaborate, multitask, and solve complex customer challenges creatively.
• Must be based in the United States for the US Remote role.
• Ability to travel up to 30%.

Nice to have

• Familiarity with SaaS business models.
• Familiarity with agile development methodologies.

Culture & Benefits

• Flexible time off, flextime, autonomous work support, learning and development opportunities, and leadership training.
• Comprehensive onboarding and recognition programs, including peer-nominated awards.
• Employer-paid medical, dental, and vision coverage, with FSA, HSA, 401(k) matching, and telehealth options.
• Parental, fertility, surrogacy, adoption, maternity, and breast milk shipping support.
• Pet insurance, legal advisory services, and financial planning tools.