Senior Customer Success Manager (SaaS)

Location: USA - Remote

Company

hirify.global is a global software company providing AI, cloud, and digital products for customer experience, financial crime prevention, and public safety.

What you will do

• Manage enterprise customer relationships throughout the post-sale lifecycle, including onboarding and handovers across Sales, Service, and Support.
• Build long-term relationships with key decision-makers through proactive communication and regular business reviews.
• Negotiate contract renewals, protect recurring revenue, and identify expansion and upsell opportunities.
• Monitor customer health, software adoption, goals, and outcomes while developing mitigation plans for dissatisfaction, contract compression, or termination risks.
• Represent the customer internally, coordinate teams to remove friction, and communicate effectively with senior leaders.
• Create account health dashboards and customized presentations covering usage, realized benefits, achievements, opportunities, and success plans.

Requirements

• 5+ years of experience in a customer-facing role such as Customer Success Manager, Consultant, SaaS Implementation Coordinator, or Solutions Engineer.
• 3+ years of experience working in a hosted or Software as a Service business model.
• Experience managing the business aspects of large enterprise customers and communicating customer initiatives to upper management.
• Ability to engage in technical discussions with customers and internal audiences.
• Experience working in a fast-paced environment and meeting customer time constraints.
• Bachelor’s degree or equivalent experience preferred.

hirify.global-to-have">hirify.global to have

• Experience with Workforce Management Systems deployed in large contact centers for forecasting and scheduling.
• Experience with Gainsight, Salesforce.com, and ServiceNow.

Culture & Benefits

• Fast-paced, collaborative, and creative working environment.
• Opportunities to learn, grow, and move into other roles, disciplines, and locations.
• hirify.global-FLEX hybrid model is described as two office days and three remote days per week for applicable workplaces.
• Global organization with more than 8,500 employees across 30+ countries.