Senior Manager, Customer Success (SaaS)

Location: Remote in the United States, North Carolina

Salary: $124,000–$156,000 annual base salary; additional bonus eligibility may apply.

Company

hirify.global provides reporting, analytics, and performance management solutions for finance and data teams across more than 32,000 organizations.

What you will do

• Lead the customer success team and drive satisfaction, retention, expansion, adoption, referrals, and customer lifetime value.
• Develop success plans, customer health programs, proactive outreach, NPS initiatives, and at-risk customer interventions.
• Use reporting and customer behavior data to create success plays, renewal forecasts, corrective action plans, and performance metrics.
• Sponsor customer escalations and collaborate with Account Management, Direct Sales, Professional Services, Support, and other teams.
• Scale onboarding, training, success management, support, and customer advocacy processes.
• Ensure governance compliance and accurate customer account data in internal CRM systems.

Requirements

• Management experience in Customer Success at a SaaS company.
• Bachelor’s degree in a related field or equivalent experience.
• Experience integrating acquired companies and teams into a customer success model.
• Experience segmenting customers and applying technology-led and personalized engagement models.
• Experience with both on-premises and cloud-based customer success models, plus clear executive-level data presentation.
• Ability to travel up to 25% and lead customer and internal conversations toward measurable outcomes.

Nice to have

• Experience with reporting and analytics solutions.
• Experience with financial, accounting, or ERP software.
• Technical or commercial management experience in software support, software development, or IT/application services.
• Experience with resolution and escalation management.

Culture & Benefits

• Fast-paced, results-focused environment with cross-functional collaboration.
• Opportunity to mentor and develop customer success professionals.
• Equal employment opportunity and confidential handling of candidate information.
• Background checks are required where permitted by applicable law.

Hiring process

• Background checks are conducted where permitted by country, state, or province.