Senior Customer Success Manager (SaaS)

Location: Remote, US West Coast

Salary: $135K–$150K per year, plus equity and bonus

Company

hirify.global develops open, composable products for network automation, including open-source NetBox, the Orb network observability platform, NetBox Enterprise, and NetBox Cloud.

What you will do

• Own net revenue retention and customer lifetime value for a portfolio of mid-market and enterprise customers.
• Develop and execute customer success plans, driving onboarding, adoption, and ongoing value realization.
• Build executive-level customer relationships and act as a trusted advisor on business and technical objectives.
• Partner with Renewals and Sales on renewal and expansion conversations while identifying and mitigating churn risks.
• Use customer data and health signals to prioritize work, advocate for customer needs, and influence Product and Engineering priorities.
• Coordinate with Onboarding, Support, and Sales, contribute to Customer Success playbooks and operating models, and mentor junior Customer Success Managers.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related role.
• Proven success driving retention, expansion, and long-term customer value in a SaaS or subscription business.
• Experience managing complex technical customers and enterprise stakeholders.
• Ability to translate technical capabilities into business value and own commercial outcomes, including renewals and expansions.
• Strategic mindset combined with the ability to execute tactically.
• Strong communication, negotiation, and stakeholder management skills.
• Experience working cross-functionally in a growing organization.

Nice to have

• Background in infrastructure, networking, DevOps, or automation.
• Experience in a high-growth or scaling SaaS company.
• Experience with open-source software or developer-focused platforms.
• Prior experience mentoring or leading other Customer Success Managers.

Culture & Benefits

• Remote full-time role serving customers in the US West Coast.
• Equity and bonus offered in addition to base salary.
• High attention to detail and ownership of problems.
• Community-oriented culture involving open-source contributors, users, customers, and the team.
• Preference for simplicity, thoughtful decision-making, and clear communication.