Customer Success Manager (SaaS, Account Management, Renewals & Retention)

Location: Peru; Remote, working U.S. business hours

Company

hirify.global is hiring for a client seeking a customer success professional to manage SaaS customer relationships, retention, renewals, and account growth.

What you will do

• Lead customer onboarding, implementation, product training, success planning, and adoption milestones.
• Manage a portfolio of approximately 20–40 accounts as the primary relationship owner.
• Conduct client check-ins, strategy calls, account reviews, and Quarterly Business Reviews.
• Monitor customer health, usage, engagement, churn risks, renewals, and expansion opportunities.
• Own renewal timelines, support upsell and cross-sell opportunities, and contribute to Net Revenue Retention.
• Coordinate escalations with Sales, Product, Support, and Engineering while communicating resolutions to customers.

Requirements

• 2–3+ years of experience in Customer Success, Account Management, Client Success, or Relationship Management.
• Experience managing a customer account portfolio, onboarding clients, conducting QBRs, handling renewals, and driving retention.
• Hands-on experience with Salesforce, HubSpot, or similar CRM platforms.
• Familiarity with customer health tracking and the ability to identify and manage at-risk accounts.
• Excellent written and verbal English communication and availability during U.S. business hours.
• Strong presentation, stakeholder-management, organizational, and independent-working skills in a remote environment.

Nice to have

• 3–5+ years of Customer Success or Account Management experience.
• SaaS, B2B technology, or professional services experience.
• Experience with Gainsight, ChurnZero, Totango, NPS, CSAT, customer health scoring, or retention analytics.
• Experience creating customer success playbooks, QBR presentations, adoption plans, or case studies.
• Experience owning renewal or expansion quotas and driving upsell or cross-sell revenue.

Culture & Benefits

• Fully remote working environment.
• High ownership of customer retention and recurring revenue.
• Cross-functional collaboration with Sales, Product, Support, and leadership.
• Exposure to SaaS customer strategy, account growth, and long-term client relationships.
• Potential career progression into Senior Customer Success Manager, Strategic Account Manager, Customer Success Leadership, or Revenue Operations.

Hiring process

• Initial application review.
• Spark Hire introductory video, followed by a video interview.
• Practical QBR or account strategy task, client interview, offer, and background verification.