Customer Success Manager (Cybersecurity SaaS)

Location: Remote - US

Salary: $160,000–$180,000 per year, plus an annual performance bonus.

Company

hirify.global provides a cybersecurity SaaS virtual workspace platform that enables secure access to enterprise applications and data from mobile devices without storing data on the endpoint.

What you will do

• Own onboarding and adoption for a portfolio of commercial and regulated-industry customers, creating success plans with clear milestones.
• Own gross and net retention, monitor health scores and usage, identify renewal risks, and lead renewals with Account Executives.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build relationships with administrators, Security Architects, CISOs, and CIOs, and run QBRs demonstrating ROI.
• Represent customer needs to Product and Engineering, partner with Support on escalations, and maintain account plans, renewal forecasts, and CS KPIs in the CRM.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
• Proven success owning a book of business and exceeding retention, renewal, and expansion targets.
• Experience managing the full customer lifecycle for enterprise or mid-market accounts.
• Confidence presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
• Data-driven approach with experience using health scores and KPIs to manage a portfolio.
• Proficiency with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.

Nice to have

• Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
• Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts.
• Experience building CS playbooks and processes at a growth-stage company.
• Proactive, organized, and accountable approach with excellent written and verbal communication.
• Proficiency with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.

Culture & Benefits

• Full-time employment with medical, dental, and vision insurance.
• Parental leave, life insurance, and disability packages.
• 401(k) plan with employer matching contributions vesting from the first day of employment.
• Performance bonus primarily contingent on company-wide performance.
• Inclusive workplace with investment in employee tools, skills, and professional development.