Digital Customer Success Manager (SaaS)

Location: Remote (Philippines); estimated travel of 10% for internal team meetings, conferences, or customer events.

Company

hirify.global provides enterprise identity security software and operates a digital customer success function supported by automation and AI insights.

What you will do

• Research and execute assigned Gainsight CTAs and short burst engagements addressing customer risk, low adoption, and onboarding transitions.
• Identify customer challenges and connect customers with relevant resources, content, and internal teams to improve adoption and outcomes.
• Research risk indicators, support renewal readiness, assist with late-payment investigations, and escalate concerns when needed.
• Investigate engagement, support usage, and renewal signals to contribute to renewal forecasting.
• Respond to customer and internal inquiries through a shared inbox and route them accurately.
• Maintain customer records, forecast updates, and Gainsight documentation while partnering with Sales, Renewals, Support, and Services.

Requirements

• Solid experience in Customer Success or another customer-facing role.
• Ability to write concise, empathetic, and technically accurate messages that simplify complex topics.
• Strong customer research, documentation, follow-through, judgment, and accountability in a data-driven environment.
• Ability to identify customer risks and opportunities and connect customers with appropriate resources.
• Collaborative and dependable approach to cross-functional work and continuous learning.
• Ideally, 3–5 years of Customer Success Management experience in SaaS.

Nice to have

• Experience with SaaS security, identity governance, or complex enterprise software environments.

Culture & Benefits

• Work in a digital customer success function combining automation, AI insights, and human-led strategy.
• Collaborate with a global team focused on responsiveness, creativity, technical precision, and knowledge sharing.
• Participate in digital customer success programs and organizational improvement initiatives.
• Use Gainsight, Salesforce, Compass, and related tools with structured onboarding and mentor support.
• Develop expertise in customer risk management, renewal forecasting, and scalable customer engagement.