Customer Success Manager (CSM / Account Manager) (SaaS, Renewals & Growth)

TL;DR

Customer Success Manager (CSM / Account Manager) (SaaS, Renewals & Growth): Own client relationships, drive product adoption, and protect + grow revenue with an accent on retention, expansion, and proactive churn prevention. Focus on onboarding success criteria, QBRs aligned with ROI, and coordinating escalations across support, product, and sales.

Company

Customer success role at hirify.global focused on SaaS renewals, growth, and client outcomes.

What you will do

• Manage a portfolio of 20–40 client accounts as the primary point of contact.
• Lead onboarding and product adoption by defining success criteria, configuring accounts, delivering training, and closing early adoption gaps.
• Monitor usage and client health using Gainsight, ChurnZero, and Totango; identify at-risk accounts and run re-engagement playbooks.
• Own renewals and expansion opportunities, including upsell/cross-sell collaboration with sales and preparing contracts.
• Triage client issues, escalate internally, and coordinate with support/product/technical teams to ensure full resolution.
• Run Quarterly Business Reviews (QBRs) aligned with ROI and report on KPIs such as NRR, renewal rate, and NPS/CSAT.

Requirements

• 2–3+ years in customer success, account management, or other client-facing roles.
• Experience with Salesforce or HubSpot.
• Experience with CS platforms such as Gainsight, ChurnZero, or Totango.
• Strong presentation skills for QBRs, demos, and client reviews.
• Proven ability to manage accounts and drive renewals.
• Work during U.S. client business hours.

Nice to have

• 3–5 years of CSM/AM experience with revenue targets.
• SaaS, B2B tech, or professional services background.
• Familiarity with NPS/CSAT, customer health scoring, and creating playbooks/client decks/case studies.

Culture & Benefits

• Remote role with structured expectations tied to U.S. client business hours.
• Direct ownership of revenue retention + growth across product, sales, and customer experience.
• High-impact work with strong exposure to client strategy and decision-making.

Hiring process

• Initial phone screen and video interview.
• Practical task (QBR / account strategy scenario) and client interview.
• Offer and background verification.

Location: Remote