Customer Success Manager (SaaS)

Location: Mexico City, hybrid

Company

hirify.global provides a SaaS platform for restaurant operations and management.

What you will do

• Manage a portfolio of customer accounts from post-sale handoff through renewal and expansion.
• Lead customer kickoff meetings, maintain regular touchpoints, and conduct Business Impact Reviews.
• Build success plans, monitor product usage and sentiment, and proactively manage churn risks.
• Own account escalations, coordinate with Support, Product, Sales, and Customer Success leadership, and drive issues to resolution.
• Forecast renewals and identify expansion, cross-sell, and upsell opportunities with Sales.
• Maintain weekly account, risk, health, and engagement records in Salesforce and Gainsight while guiding customers on R365 adoption and restaurant best practices.

Requirements

• 2–4 years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably in SaaS.
• Experience managing a high-volume account portfolio and competing priorities.
• Clear, professional communication skills and confidence presenting to customer stakeholders, including C-suite executives.
• Working knowledge of Salesforce or another CRM and proficiency with Microsoft Office.
• Working knowledge of AI tools, including incorporating AI into daily work and building agents where applicable.
• Ability to work independently, manage deadlines, communicate across multiple platforms, and travel up to 10%.

Nice to have

• Knowledge of accounting or restaurant hospitality operations.
• Experience with Gainsight or another customer success management platform.
• Experience with Monday.com, Freshdesk, or comparable project and ticket management tools.

Culture & Benefits

• Hybrid work arrangement in Mexico City.
• Major medical, dental, vision, and life insurance.
• Meal vouchers, a 30-day Christmas bonus, and a saving fund.
• Additional benefits provided by the employer.