Principal Customer Success Manager (Enterprise)

Location: Remote within the United States; optional collaborative workspaces are available in Austin and Atlanta.

Salary: $120,381–$203,585 annual base salary.

Company

hirify.global is part of Commerce, an AI-driven commerce ecosystem connecting tools and systems for businesses to grow across channels.

What you will do

• Own strategic enterprise accounts and drive adoption, retention, renewals, net revenue retention, expansion, and customer advocacy.
• Develop success plans with goals, KPIs, and measurable ROI; lead executive business and roadmap reviews.
• Identify churn risk, manage escalations and critical issues, and maintain customer trust and satisfaction.
• Lead contractual and commercial negotiations, manage commercial terms, and forecast renewals, churn, upsell, and cross-sell opportunities.
• Partner with Sales, Account Management, Product, and other teams on expansion, roadmap influence, process improvement, and go-to-market strategy.
• Build customer champions and referenceable accounts, maintain account documentation and usage insights, and mentor other Customer Success Managers.

Requirements

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.
• Proven success driving adoption, retention, renewals, and expansion in complex, high-growth accounts.
• Strong executive presence and ability to influence senior and C-level stakeholders in complex organizations.
• Data-driven, metrics-focused experience with success planning, documentation, escalation management, and customer health.
• Commercial mindset focused on Net Revenue Retention and churn reduction, with experience in contractual and commercial negotiations.
• Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews.
• Ability to accurately forecast renewals, churn risk, and upsell or cross-sell opportunities.
• Deep hands-on knowledge of the company’s products and services, with strong organization, systems thinking, decision-making, prioritization, and results orientation.

Culture & Benefits

• Remote-first work environment for team members in the United States.
• Optional collaborative workspaces in Austin and Atlanta for gatherings, workshops, and in-person connection.
• Variable compensation, equity, and benefits may be available according to local policies.
• Inclusive and accessible hiring experience with accommodations available upon request.
• Interviewing includes government ID and biometric verification through Persona.