Customer Success Manager (SaaS)

Location: Remote

Salary: $55,000–$75,000 starting annual salary

Company

hirify.global is a technology platform powering dispensary operations and consumer access to cannabis across markets in the United States and Canada.

What you will do

• Manage customer health and the churn lifecycle within an Account Team pod, partnering with Account Managers on account strategy.
• Monitor the 90-day renewal runway, identify at-risk accounts, and develop save plans before renewal conversations begin.
• Lead churn-risk triage, mitigation, and resolution in collaboration with Support, Product, Sales, Solutions, Implementation, and Engineering.
• Track engagement, product usage, and billing signals to address risks before they become escalations.
• Act as a strategic customer resource by sourcing answers, guiding best practices, and identifying product or alternative solutions.
• Contribute to process improvements and meet KPIs for response time, account engagement, and net revenue retention.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS or technology.
• Hands-on experience managing churn risk, retention motions, and customer saves.
• Strong technical aptitude, independent problem-solving skills, and the ability to source solutions.
• Excellent communication, organization, and prioritization skills across multiple active risk situations.
• Experience collaborating with Product, Support, Sales, and Implementation teams.
• Proactive, ownership-driven approach with a focus on continuous improvement.

Nice to have

• Knowledge of the cannabis industry.

Culture & Benefits

• Full medical, dental, and vision benefits.
• Stock options for all employees.
• Technology allowance for hardware, software, and reading materials.
• Flexible vacation and sick days.
• Commitment to mutual respect, equal opportunity, diversity, and inclusion.