Customer Success Manager, Federal Accounts (Cybersecurity SaaS)

Location: Remote - US

Salary: $160,000–$180,000 annually, plus a 10% 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, creating customer success plans with clear milestones.
• Manage gross and net retention for an assigned portfolio and lead renewals with Account Executives.
• Monitor health scores, usage, renewal risk, account plans, forecasts, and customer success KPIs in CRM.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build relationships from administrators through CISOs and CIOs, and run QBRs demonstrating ROI.
• Represent customer needs to Product and Engineering and partner with Support on escalations.

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.
• Active Secret/TS clearance.
• Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts.
• Experience building Customer Success playbooks and processes at a growth-stage company.
• Proactive, organized, accountable, and an excellent written and verbal communicator.

Culture & Benefits

• Full-time employment with medical, dental, and vision insurance.
• Parental leave, life insurance, and disability benefits.
• 401(k) plan with employer-matching contributions vesting from the first day of employment.
• Tools and skills investment to support strong collaboration and people management.
• Inclusive workplace with reasonable accommodation available during the application and hiring process.