Customer Success Manager (SaaS)

Location: Remote within the United States; approximately once-per-quarter travel for team meetings

Company

hirify.global is a SaaS company providing a platform for monitoring, securing, and managing macOS, iOS, and iPadOS devices for organizations and Managed Service Providers.

What you will do

• Manage customer health, contact data, onboarding, adoption, retention, and renewal readiness across a portfolio of 200+ accounts.
• Run a weekly triage process to identify accounts requiring human intervention and act on risk signals through ChurnZero.
• Deliver scaled engagement through group onboarding sessions, office hours, webinars, segment training, and group business reviews.
• Use Claude and connected AI tools to draft outreach, summarize account status, prepare content, and build repeatable workflows.
• Identify expansion opportunities and growth signals, then flag them to the Account Management team.
• Share recurring customer friction, content gaps, and AI-powered workflows with the wider Customer Success team.

Requirements

• 3–5 years of experience in Customer Success, account management, or a related SaaS field focused on adoption and retention.
• Experience owning a large portfolio of accounts; experience with 150+ accounts is especially relevant.
• Proficiency with ChurnZero or a similar customer success platform, Salesforce, and Jira/Confluence.
• Professional experience building or streamlining a workflow with AI tools, including the ability to explain where AI should not be used.
• Strong written and verbal communication skills, including running webinars, group onboarding sessions, and office hours for IT professionals and MSPs.
• Ability to analyze usage and health data, identify patterns, and turn them into a prioritized action list.

Nice to have

• Working knowledge of the Apple ecosystem, including macOS, iOS, iPadOS, MDM concepts, Apple Business Manager, and device lifecycle management.
• Experience supporting or selling into MSP environments.
• Hands-on experience building AI automations or workflows.

Culture & Benefits

• AI-forward role focused on building workflows and automations for scaled customer success.
• Opportunity to help define hirify.global's scaled Customer Success operating model.
• Core values emphasize humility, continuous progress, curiosity, and learning.
• Competitive base salary commensurate with experience and potential eligibility for an annual company bonus.
• Remote work with approximately quarterly travel for team meetings.

Hiring process

• Compensation details will be shared during the interview process.