Customer Success Manager

Location: Maine, United States

Salary: $75,000–$85,000 USD per year

Company

hirify.global provides software solutions, including CloudSource and related business applications for library customers.

What you will do

• Act as the customer liaison and advocate during CloudSource implementation, starting with project kickoff.
• Assist with project profiling and advise on integrating CloudSource into library websites and discovery applications.
• Support troubleshooting of connectivity, search results, functionality, and integration issues.
• Own customer relationships after go-live and act as a trusted strategic advisor to drive continued product value.
• Communicate new application features and product releases, facilitate adoption, and guide customers through required changes.
• Represent customer needs internally, collaborate with cross-functional teams, and serve as an escalation point.

Requirements

• BA/BS degree or equivalent required.
• Experience in the library industry, particularly with electronic content and publishing.
• Proficiency with discovery and content platforms, web conferencing technology, and Microsoft software including Teams, Outlook, Excel, and PowerPoint.
• Ability to explain technical solutions to non-technical audiences and manage high volumes of phone, email, and face-to-face interactions.
• Strong written and verbal communication, organization, independence, and self-motivation.
• Ability to manage multiple tasks simultaneously and willingness to learn and use AI tools for communication, customer input validation, usage monitoring, and workflow improvement.

Culture & Benefits

• Full-time employment.
• Cross-functional collaboration focused on improving customer outcomes.
• Opportunity to work with CloudSource and AI-assisted customer success workflows.