Senior Manager, Customer Success

Location: United States - New York. Hybrid work is required, with team members near key hubs expected to work from the office at least three days per week.

Salary: $162,000–$200,000 annually, plus bonus, equity, and benefits.

Company

hirify.global provides AI-powered identity intelligence and fraud prevention technology for commerce businesses, analyzing patterns across more than 2 billion shoppers.

What you will do

• Lead Customer Success Managers supporting Strategic and Enterprise+ customers with accounts valued at $1M+ ARR.
• Own gross and net revenue retention, renewal forecasting, risk identification, and churn prevention.
• Coach the team on Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis, and expansion pipeline development.
• Manage escalated client issues and lead Executive Business Reviews and strategic alignment discussions with client executives.
• Recruit, develop, and retain a high-performing team, including documented coaching and development plans.
• Partner with Sales, Pre-Sales, Marketing, Finance, Product, and leadership on renewal strategy, account plans, expansion opportunities, and customer insights.

Requirements

• 8–10+ years of Customer Success experience with large enterprise customers using technical software solutions.
• 3+ years managing Strategic or Enterprise+ segments with accounts at or above $1M ACV.
• Track record of exceeding 100% net revenue retention targets.
• Advanced experience with Success Planning, Account Planning, MEDDPICC or a comparable methodology, whitespace analysis, renewal forecasting, QBRs, and EBRs.
• Experience in a hyper-growth SaaS startup with a technical product.
• Strong executive presence, communication, coaching, talent development, autonomy, consensus building, and commercial problem-solving skills.

Nice to have

• Experience in fraud, payments, professional services, or eCommerce.

Culture & Benefits

• Hybrid work model combining office collaboration with remote flexibility.
• Restricted Stock Units and competitive salary with bonus and equity.
• Matching 401(k) plan.
• Health, vision, and dental insurance.
• Home office allowance, generous PTO, and half-day Fridays.
• Learning and development programs focused on AI tools, team outings, and local cultural celebrations.