Customer Success Lead

Location: Hybrid role based in Chicago, Illinois; New York, New York; Princeton, New Jersey; or Evanston, Illinois, with work from home and on-site presence at client or hirify.global offices. Travel is required as needed for client-facing work.

Salary: $145,000–$157,750 per year, plus potential cost-of-living adjustments, bonuses, relocation support, leave, insurance, and retirement benefits.

Company

hirify.global is a management consulting and technology firm that combines data, science, technology, and human ingenuity to develop solutions and products for patients, caregivers, consumers, and businesses.

What you will do

• Manage the end-to-end customer journey for a portfolio of enterprise accounts, from onboarding through renewal and expansion.
• Drive platform adoption by connecting customer business goals with Zaidyn platform capabilities and measurable outcomes.
• Build consultative relationships with customer stakeholders and executive sponsors as the primary point of contact.
• Capture and operationalize Voice of the Customer feedback, usage patterns, and business context for internal teams.
• Partner with Product, Sales, Marketing, Account Management, Support, and Engineering to influence the roadmap and account strategy.
• Monitor customer health, adoption, NPS, and CSAT; identify risks and lead action plans and periodic business reviews.

Requirements

• At least 5 years of experience in customer success, account management, or a related client-facing role within enterprise SaaS or B2B.
• Demonstrated success driving platform adoption and helping customers achieve business outcomes.
• Experience with account planning, renewals, retention, expansion opportunities, and cross-functional strategy.
• Strong consultative, relationship-building, analytical, organizational, presentation, and communication skills.
• Bachelor’s degree required; an MBA or related advanced degree is a plus.
• Fluent English and authorization to work in the United States without current or future employer sponsorship are required.

Nice to have

• Advanced degree such as an MBA or related qualification.
• Experience identifying emerging customer needs and championing product or customer-experience innovations.

Culture & Benefits

• Flexible hybrid work combining home-based work with on-site collaboration.
• Cross-functional skills development, custom learning pathways, and milestone training programs.
• Internal mobility opportunities through individual contribution and role expansion paths.
• Health, dental, life insurance, leave, retirement benefits, and professional development support.
• Collaborative, client-first environment focused on meaningful work and continuous learning.

Hiring process

• Submit an online application with a complete set of official or unofficial transcripts.