What are the responsibilities and job description for the Manager, Customer Success position at HirexHire Career Center?
ABOUT US
HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.
We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.
OUR CLIENT
Location: Raleigh, NC HQ (Remote)
Industry: Government Technology (SaaS)
Company Size: 50
What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data.
Contact HirexHire for more client information
THE ROLE
Our client is seeking an experienced and people-focused Manager of Customer Success to lead and scale a team of Customer Success Managers. This role is responsible for driving customer adoption, satisfaction, retention, and expansion across a defined customer portfolio while contributing to overall Net ARR growth. The Manager of Customer Success with own team performance, develop scalable customer success processes, and partner cross-functionally to ensure customers realize long-term value from the platform.
WHAT YOU WILL DO
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Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team KPIs.
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Own and monitor key performance metrics, including churn, renewals, expansion, and customer health scores.
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Build and refine customer success processes and customer journey frameworks.
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Partner closely with Sales to identify, support, and influence expansion opportunities.
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Collaborate with Product teams to share customer feedback and inform product direction.
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Leverage data and analytics to proactively identify customer risks and growth opportunities.
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Ensure a consistent execution of customer success best practices across the team.
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Initially manage a limited portfolio of named accounts while ramping into full leadership responsibilities.
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Foster a high-performance, customer-centric team culture focused on outcomes and accountability.
WHAT YOU WILL NEED
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5 years of experience in customer success, account management, or a related role within a SaaS environment.
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Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
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2 years of experience managing or leading a team.
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Proven success driving customer retention and expansion in a B2B or B2G SaaS setting.
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Strong analytical skills with experience using CRM systems and customer success platforms.
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Excellent communication and leadership skills with the ability to influence cross-functional partners.
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Ability to thrive in a fast-paced, evolving environment while managing multiple priorities.
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Familiarity with subscription-based business models and metrics such as ARR.
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Experience with GovTech or public sector SaaS solutions is a plus.