Customer Success Manager (Enterprise SaaS)

Location: United States; the North American Customer Success team is based in San Francisco, and employees are expected to work from an office 4 days per week.

Company

hirify.global provides an enterprise sustainability platform for managing climate and ESG data, regulatory and voluntary reporting, and decarbonization programs.

What you will do

• Hire, develop, and coach a team of Customer Success Managers.
• Drive customer satisfaction, retention, and expansion metrics.
• Design and oversee a scaled Customer Success strategy, including 1:many engagement programs, lifecycle experiences, and AI-enabled tools.
• Support the team in delivering customer outcomes at scale and engaging senior customer stakeholders.
• Partner with Product, Sales, Sustainability Advisory, Support, and other teams to turn customer feedback into product and service improvements.
• Develop processes and tools that help the Customer Success function scale across teams and geographies.

Requirements

• At least 5 years of experience in Customer Success or a similar role, including at least 2 years of management experience.
• Experience in Customer Success within an enterprise SaaS environment.
• Experience delivering and managing scaled Customer Success programs for mid-market and enterprise customers.
• Strong people development, coaching, cross-functional collaboration, and operational process-building experience.
• Experience working in early-stage or high-growth companies and delivering against key metrics.
• Willingness to work from an office 4 days per week is required, except for roles explicitly designated as remote.

Culture & Benefits

• Mission-oriented startup focused on sustainability and decarbonization.
• Opportunity to shape the culture, operating model, and standards of a growing Customer Success organization.
• Collaboration with teams across offices in San Francisco, New York, London, Mexico City, Denver, Sydney, Paris, and Berlin.
• Inclusive recruitment process with reasonable interview accommodations available.

Hiring process

• One to two introductory conversations with team members about hirify.global, experience, and interests.
• A role-specific skill or experience interview.
• A virtual or in-person interview panel, with transparency throughout the process.