Enterprise Customer Success Manager (SaaS)

Location: Remote, US-based; travel to customer sites required, up to 30% of the time.

Company

hirify.global builds a complete SaaS platform for modern accounting firms and is a fast-growing scale-up backed by leading investors.

What you will do

• Manage onboarding, post-launch reviews, quarterly business reviews, and executive check-ins for strategic enterprise customers.
• Understand customer objectives and create tailored success plans that deliver measurable outcomes.
• Guide customers in adopting and maximizing hirify.global solutions to drive retention, expansion, and advocacy.
• Build and refine renewal processes and playbooks using customer health data and risk indicators.
• Identify expansion opportunities in collaboration with Sales and Customer Success Management.
• Partner with Support, Product, and Marketing to resolve issues, share industry insights, and improve the platform.

Requirements

• At least 4 years of experience in Customer Success, Renewal Management, or Account Management, including at least 2 years with enterprise SaaS customers.
• Proven success improving renewal rates, managing enterprise relationships, negotiating, and overcoming objections.
• Experience creating and refining Customer Success playbooks and processes.
• Required familiarity with HubSpot or Salesforce and the ability to analyze large datasets to identify customer health trends and risks.
• High emotional intelligence and the ability to manage multiple stakeholder relationships.
• Experience in early-stage startups and comfort adapting to ambiguity and change.

Nice to have

• Experience with Customer Success platforms such as Gainsight or ChurnZero.

Culture & Benefits

• Remote, work-from-anywhere culture within the stated US-based role framework.
• Flexible PTO and comprehensive health, vision, dental, HSA/FSA, and mental health benefits.
• $1,000 adventure travel reimbursement on each work anniversary.
• Stock options for every full-time employee and 401(k) matching.
• Collaborative environment focused on ownership, trust, persistence, and solving challenging problems.