Senior Customer Success Manager (SaaS)

Location: Durham, North Carolina, United States; hybrid work with three days per week in the Durham office.

Salary: $120,000–$150,000 USD base pay per year.

Company

hirify.global provides composable commerce products that help enterprises build, scale, and optimize digital and physical commerce experiences.

What you will do

• Manage customer relationships, account health, retention, adoption, and expansion across a customer portfolio.
• Advise customers on developing their technology and commerce stacks using hirify.global products.
• Identify customer KPIs and objectives, lead strategic business reviews, and demonstrate the business value of new features.
• Collect customer requirements and communicate feedback to Product teams while collaborating with Sales, Support, and other departments.
• Support customer and marketing events, including webinars, case studies, and working groups.
• Contribute to Customer Success strategy, process improvements, knowledge sharing, and team member development.

Requirements

• Experience in customer success, account management, or a similar role with ownership of a customer portfolio in a technical SaaS environment.
• Strong understanding of product value, B2B contracts, value realization, account health scores, usage data, and customer metrics.
• Combination of business and technical knowledge with excellent customer orientation and executive communication skills.
• Ability to work cross-functionally with Sales, Support, and Product teams and advocate for customer needs.
• Experience using LLMs to create data-driven storytelling and insights.
• Willingness to travel approximately 25% and work in a hybrid Durham office environment.

Nice to have

• Recent retail or e-commerce experience.
• Familiarity with Gainsight and Salesforce.

Culture & Benefits

• Comprehensive health benefits for employees and dependents, including personalized mental health support.
• Annual learning budget, self-paced learning platforms, language training, coaching, mentorship, and leadership programs.
• Additional fully paid parental leave through the Family Leave Plus program.
• Equity participation program.
• Inclusive environment with onsite and distributed colleagues across the globe.