Customer Success Manager (Cybersecurity)

Location: Austin, Dallas, TX, or Hoboken, NJ, United States; hybrid model with up to three days per week in the office and the remaining days remote.

Company

hirify.global develops cybersecurity products and services focused on protecting identity environments, including Active Directory and Entra ID.

What you will do

• Manage a book of approximately 50 SMB customers across onboarding, implementation, adoption, upsell, cross-sell, and renewal.
• Design and execute Customer Success Plans, monitor customer health, satisfaction, retention, and growth, and report on performance.
• Act as the customer voice by gathering product feedback and collaborating with Product Development, Technical Delivery, Sales, Support, and Customer Success teams.
• Lead product training, health checks, workshops, upgrades, and ongoing customer-development programs.
• Maintain accurate customer records and identify references and case-study opportunities.
• Improve processes and systems for the broader hirify.global Customer Success program.

Requirements

• 3+ years of experience as a Customer Success Manager, technical account manager, or in a related customer-facing role at a cybersecurity SaaS company.
• Hands-on product enablement experience with a security product vendor, including product health checks, alert and response rule configuration or tuning, and remediation of Active Directory and Entra security posture vulnerabilities.
• Understanding of NIST incident response, the MITRE ATT&CK framework, APTs, Active Directory and Entra ID vulnerabilities and attack patterns, and IAM and Security team structures.
• Foundational knowledge of network security, endpoint protection such as EDR/XDR, cloud security such as CSPM/CWPP, IAM, SSO, MFA, SIEM, zero trust, and threat intelligence.
• Understanding of on-premises and cloud architectures, including AWS, Azure, and GCP.
• Familiarity with NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2 compliance frameworks.
• Ability to explain complex threats and product value to CISOs, CIOs, architects, and analysts; turn telemetry, risk scores, and attack-surface metrics into business narratives.
• Project and program management skills covering onboarding, health checks, maturity roadmaps, expansion opportunities, conflict resolution, and escalation management.
• Ability to identify expansion use cases, support upsell and cross-sell of modules, and manage multi-year renewal value.
• Ability to forecast renewals and expansion using ARR, NRR, and consumption metrics; identify risks and create mitigation plans.
• Ability to build and execute Customer Success or Joint Success Plans with account owners and understand product differentiation from competitors.

Nice to have

• Experience with Salesforce and Active Directory.

Culture & Benefits

• Full-time employment within the Customer Success department and Americas team.
• Hybrid work model for specified locations: up to three days per week in the office and the remaining days remotely.
• Work environment centered on purpose, growth, balance, curiosity, integrity, initiative, and work-life balance.
• Equal opportunity employment and reasonable accommodation support for applicants with disabilities.