Customer Success Manager, SMB (SaaS)

Location: Hybrid position requiring two days per week in the downtown Mexico City, Reforma-area office. Must have the legal right to work in Mexico without sponsorship now or in the future.

Company

hirify.global provides a risk intelligence and response SaaS platform that helps organizations protect people, operations, and their brand.

What you will do

• Manage relationships with SMB customers as a product expert and drive platform adoption.
• Support customer health, retention, renewals, and account growth through adoption, cross-sell, and upsell opportunities.
• Manage customer touch points using automated processes, host webinars, and facilitate customer collaboration.
• Evaluate account health and risk across a large book of business.
• Partner with Customer Support on escalations requiring strategic oversight and respond to inquiries within one business day.
• Track customer communications and data in Gainsight and Salesforce while collaborating with Customer Success, Support, Marketing, Sales, Business Development, Software Development, and Product Management.

Requirements

• 2+ years of experience in customer success management or account management.
• Experience in a SaaS or technology environment is strongly preferred.
• Bilingual English/Spanish communication skills are required.
• Strong organization, time management, listening, written, and verbal communication skills.
• Ability to manage a high volume of accounts independently, prioritize effectively, and adapt in a fast-paced environment.
• Experience with customer implementation, software adoption, Salesforce, or HubSpot is preferred.

Culture & Benefits

• Competitive base salary and annual company bonus.
• Employer-paid medical, dental, and vision coverage.
• Parental leave, Christmas bonus, vacation, and holiday policy.
• Monthly work-from-home stipend and necessary equipment, including a laptop, monitor, and accessories.
• Language immersion, mentorship, tech talks, and personalized career development sessions.
• Collaborative, inclusive culture focused on customer impact, learning, and recognition.