Senior Customer Success Manager (Enterprise-at-scale)

Location: Chicago, IL; hybrid schedule averaging two days per week in the local hirify.global office

OTE Salary (US): $131,000–$150,000 USD annually

Company

hirify.global provides an employee experience SaaS platform that helps companies improve employee engagement, performance management, and team effectiveness.

What you will do

• Manage a portfolio of 70–85 single-product Enterprise customers with more than 1,000 users and approximately $3.5M ARR.
• Own retention, adoption, expansion, GRR, NRR, and overall book performance.
• Partner with Sales, Renewal Managers, and pod leaders across the full adopt, expand, and renew lifecycle.
• Lead executive strategy reviews and value-based customer conversations with senior stakeholders.
• Use digitally led customer experience motions, automation, one-to-many outreach, and AI-enabled workflows to scale engagement.
• Identify customer risks, drive mitigation plans, maintain account data quality, and improve CX and GTM playbooks.

Requirements

• Experience managing Enterprise or scaled B2B SaaS customer portfolios.
• Proven ownership of GRR and NRR alongside customer outcomes and commercial accountability.
• Strong executive communication skills and experience leading data-informed, value-based conversations.
• Proactive risk management, customer and product curiosity, and sound judgment in high-stakes situations.
• Ability to collaborate across functions and operate with high accountability in a pod-based model.
• Comfort using AI to synthesize information, prioritize work, and improve customer engagement.

Nice to have

• Previous experience in HR tech.

Culture & Benefits

• Hybrid office model designed to support in-person connection and collaboration.
• Equity through an Employee Share Option Program.
• Learning programs, coaching, quarterly refresh days, and an extended end-of-year break.
• Monthly wellbeing and lifestyle allowance, inclusive parental leave, and five annual social impact days.
• MacBook and home-workspace setup budget.
• Medical insurance for employees and families in the US and UK.