Senior Customer Success Manager, Mid Market (SaaS)

Location: Remote, United States

Salary: $123,417–$194,130 base pay annually across United States geographic pay zones, with potential benefits, bonuses, commissions, and equity.

Company

hirify.global develops collaboration software and solutions that help teams organize and complete different types of work.

What you will do

• Build trusted-advisor relationships with C-suite executives, administrators, and global customer teams.
• Develop Customer Success Plans with account executives, solution partners, and other hirify.globals, including check-ins, Executive Business Reviews, and strategic planning sessions.
• Manage post-sales activity and guide customers toward early and sustained adoption, solution expansion, and long-term growth.
• Use product and solution expertise to recommend relevant hirify.global features and explain Jira and Confluence use cases and configuration trade-offs.
• Identify, escalate, and mitigate churn risks in partnership with the account team, especially the Account Associate.
• Act as the Voice of the Customer by providing feedback to improve service for enterprise customers.

Requirements

• 8–10 years of experience in Customer Success or account management, including managing Mid Market customers with a complex SaaS product portfolio.
• Experience establishing trusted-advisor relationships and guiding customer outcomes.
• Experience using Success Plans to align business goals and define success metrics.
• Understanding of common Jira and Confluence end-user use cases and ways of working, including the ability to demonstrate them and explain configuration trade-offs.
• Experience delivering quality internal service across product, sales, support, and marketing to create a seamless customer experience.
• Experience balancing a book of business in a customer-facing environment.
• Experience with Gainsight or a similar CRM tool, Salesforce, and BI tools such as Tableau.

Culture & Benefits

• Remote work is available, with employees able to work from an office, home, or a combination of both; hiring is possible in countries where hirify.global has a legal entity.
• Benefits may include health and wellbeing resources and paid volunteer days.
• Additional benefits, bonuses, commissions, and equity may be available.
• hirify.global supports accommodations or adjustments throughout the recruitment process.