Customer Success Manager (SaaS)

Location: Remote; travel up to 10%. Preference is given to candidates on the East Coast.

Company

hirify.global delivers benefit technology solutions through a B2B SaaS environment.

What you will do

• Own the customer lifecycle from onboarding through retention, renewal, and expansion.
• Define measurable success plans, drive product adoption, and track value realization through QBRs and ongoing engagement.
• Use customer health, usage, and engagement data to identify churn risks, expansion opportunities, and account priorities.
• Partner with Sales, Product, Engineering, Professional Services, and Support to coordinate account strategy and customer-facing initiatives.
• Lead expansion opportunities, maintain growth forecasts, and navigate billing disputes, price increases, arrears, escalations, and risk mitigation.
• Represent Bridgeway in customer forums and provide structured customer insights to influence product roadmap and go-to-market strategy.

Requirements

• 4+ years of experience in Customer Success, Account Management, or a related client-facing role in B2B SaaS or technology.
• Strong executive communication and stakeholder influence skills.
• Proficiency with generative AI tools such as Claude, Copilot, or ChatGPT.
• Proficiency with CRM systems such as HubSpot or Salesforce, including accurate pipeline management and documentation.
• Bachelor’s degree in Business, Communications, or a related field.
• Ability to manage customer relationships, success plans, forecasts, and cross-functional initiatives.

Nice to have

• Experience with CS platforms such as Gainsight, Totango, or ChurnZero.
• Experience in benefits administration, HR technology, or a related regulated industry.

Culture & Benefits

• Remote work with up to 10% travel.
• Cross-functional collaboration across Sales, Product, Engineering, Professional Services, and Support.
• Opportunity to use generative AI tools to improve productivity, solution quality, and customer outcomes.
• Customer-facing participation in user groups, advisory boards, and industry conferences.