Customer Success Manager (ERP)

TL;DR

Customer Success Manager (ERP): Managing partner-led customer success for a cloud ERP platform with an accent on retention, renewals, expansion, and customer satisfaction. Focus on coaching partner Customer Success Managers, resolving high-stakes escalations, and mitigating churn and contraction across a US-based customer territory.

Location: Must be located in the USA; the role operates in a mostly distributed and telecommuted environment.

Salary: $100,000–$120,000 annually, with potential bonus, stock, and role-dependent sales incentives.

Company

hirify.global develops cloud ERP solutions for small and midsized businesses through a global ecosystem of customers, partners, and creators.

What you will do

• Manage a territory to improve NPS, CSAT, retention, renewals, expansion, and contraction mitigation.
• Coach and teach partner Customer Success Managers on effective customer success practices.
• Own customer escalations and coordinate cross-functional resolution.
• Support partners with policy and licensing questions.
• Contribute to customer success best practices and operational improvements.

Requirements

• 5+ years of SaaS or ERP experience, preferably in sales, implementation, or support.
• Must be located in the USA.
• Experience with high-stakes account management, subscription renewals, churn or contraction mitigation, and expansion.
• Strong oral and written communication, consensus-building, de-escalation, and problem-solving skills.
• Ability to coach others, work independently, prioritize diverse workloads, and manage tense situations.
• Experience interacting with C-level executives at companies with 100 or more employees.

Culture & Benefits

• Collaborative, high-energy, mostly distributed work environment.
• Focus on work-life balance, efficiency, simplicity, and customer service.
• US-based employees receive medical, dental, and vision insurance.
• Employer-paid short-term and long-term disability and basic life coverage.
• 401(k) plan with company match, flexible time off, and sick and safe leave.
• Additional rewards may include annual bonuses, stock, and sales incentives depending on the role and performance.