Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Own onboarding, retention, migrations, and product expansion for a transparency platform used by consumer brands, with an accent on high-touch client relationships, operational excellence, and AI-powered automation. Focus on reducing churn, guiding software migrations, surfacing customer insights for Product, and building scalable client-success processes.

Location: Remote, based in Brazil

Salary: $2,000–$5,000 USD/month via CNPJ, depending on experience and fit.

Company

hirify.global connects Brazilian professionals with vetted opportunities at growing US companies, including a hiring partner operating an ISO 17025-accredited testing and consumer-product transparency platform.

What you will do

• Own end-to-end onboarding for Transparency Suite clients, including product setup, website integration, data intake, and first results.
• Manage account health through regular check-ins, proactive issue resolution, retention planning, and expansion opportunities.
• Guide clients through platform migrations and roll out new Transparency Suite features across existing accounts.
• Represent customer needs to Product and provide actionable feedback for roadmap decisions.
• Prepare weekly reports covering account health, migrations, churn, retention, and expansion signals.
• Automate repetitive workflows, document processes, and help build and lead the future Client Success team.

Requirements

• Customer-facing experience in customer success, account management, or hands-on customer service.
• Strong relationship-building, written communication, presentation, and follow-through skills.
• Exceptional attention to detail, responsiveness over email and Slack, and a high sense of ownership.
• Comfort working in a fast-moving startup environment with ambiguity and limited existing processes.
• Daily use of AI tools and willingness to build workflows and automations with tools such as Claude or Claude Cowork.
• Strong written and spoken English required for daily collaboration with a US-based team.

Nice to have

• Customer success or account management experience in B2B SaaS.
• Experience with Shopify or direct-to-consumer brands.
• Design judgment for AI-generated landing pages, carousel images, and advertising creative.
• Experience as an early customer success hire building processes from scratch.
• Familiarity with HubSpot, Pylon, Slack, or Superhuman.
• Include the word “sunlight” in the Loom video.

Culture & Benefits

• Remote full-time work from Brazil with monthly compensation based on experience and fit.
• High-ownership environment focused on first-principles thinking, simplification, and automation.
• Culture emphasizing excellence, bias for action, low ego, coachability, and continuous improvement.
• Opportunity to shape the first dedicated client-success function and build a team as the business grows.
• Exposure to a fast-growing transparency platform used by brands in the supplements, food, and beverage sectors.