Sr, Customer Success Manager (GovTech)

Location: Remote based in the United States; approximately 20% travel required for on-site engagements, business reviews, and regional events.

Salary: $90,000–$110,000 annual base salary, plus eligibility for an annual discretionary bonus.

Company

hirify.global provides cloud-based government software that helps public agencies improve citizen engagement, streamline processes, and increase operational efficiency.

What you will do

• Manage a portfolio of up to 50 mid-market government agency accounts and maintain the high-, medium-, and low-touch segmentation model.
• Own gross dollar retention by forecasting renewals, identifying risks, and executing save plans.
• Monitor customer health in Gainsight using health scores, playbooks, and CTAs.
• Build trusted-advisor relationships with CIOs, department directors, and business leaders and lead business reviews.
• Drive onboarding, training, adoption campaigns, regional user groups, and scaled customer enablement.
• Use AI to scale coverage, manage escalations, develop customer-success-qualified leads, and coordinate with Sales, Services, Support, Product, and Enterprise CSMs.

Requirements

• 4+ years of experience in SaaS Customer Success, Account Management, or a related field.
• Experience managing 25 or more accounts using a touch-based segmentation model.
• 2+ years of experience using Gainsight for health scoring, playbooks, and reporting.
• Demonstrated ownership of renewals, retention outcomes, risk identification, and save plans.
• Strong data, dashboard-building, communication, and presentation skills, including experience leading business reviews.
• Willingness to travel approximately 20% and comfort using AI tools across a large customer portfolio.

Nice to have

• Government technology or public sector Customer Success experience.
• Knowledge of the hirify.global Civic Platform.
• Gainsight CSM Certification.
• Experience refining customer segmentation and coverage models.
• Experience partnering with enterprise or strategic CSMs on shared regional accounts.

Culture & Benefits

• Flexible time off and comprehensive medical, dental, and vision coverage.
• Family planning benefits, 401(k) with company match, HSA contributions, and FSA options.
• Life, accident, disability, business travel insurance, and employee assistance programs.
• Commitment to diversity, equity, inclusion, psychological safety, and belonging.