Strategic Customer Success Manager (Associations)

Location: US - East Coast; hybrid. Washington, DC or Chicago preferred.

Company

hirify.global develops an AI-powered conversational video platform that enables large organizations and membership associations to collect ideas and feedback from thousands of users in real time.

What you will do

• Build the customer success function for associations, including the playbook, processes, success metrics, onboarding, renewal motion, and customer stories.
• Own strategic relationships with national associations, professional societies, and trade organizations from onboarding through renewal and expansion.
• Develop success plans and lead quarterly and executive business reviews with association leadership, boards, committees, and staff.
• Help customers design and run hirify.global programs that engage members, boards, committees, and employees.
• Identify expansion opportunities with the Account Executive for Associations and Account Growth team.
• Analyze KPIs such as member participation and engagement, advocate for customer needs internally, and represent hirify.global at association conferences and events.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting firm at MBB or equivalent level.
• Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees, and volunteer leadership.
• Track record of building a function, process, or playbook from scratch, ideally at an early-stage company.
• Strategic, customer-centric mindset with experience identifying and driving account growth opportunities.
• Exceptional presentation, written, and verbal communication skills for technical and non-technical audiences.
• Ability to navigate C-level and board-level conversations and facilitate high-impact meetings.
• Strong commercial acumen, multitasking, prioritization, and situational urgency assessment skills.
• Willingness to travel regularly for customer engagements and association events.

Nice to have

• Experience working with or inside associations, professional societies, trade organizations, or other membership bodies.
• Experience with SaaS, particularly B2B or vertical software.
• Familiarity with association management systems (AMS).
• Research interests and academic credentials.

Culture & Benefits

• Join an early GTM team and help open a new association vertical after the company’s Series A.
• Opportunity to grow the US customer success team as the business expands.
• Work closely with Product, Marketing, Solutions, Sales, and Account Growth teams.
• Regular travel is expected for customer engagements, association conferences, and industry events.