Senior Client Success Manager (IT Service Management)

Location: Hybrid in Orlando, Florida; other locations include Tampa, Lake Mary, and Miami, Florida, United States.

Salary: USD 160,000–190,000 per year OTE, including base salary and applicable target bonus.

Company

hirify.global builds platforms for digital business by combining cloud infrastructure, automation, analytics, and software delivery to support enterprise digital transformation.

What you will do

• Own executive-level client relationships, strategic advising, QBRs/EBRs, escalations, and service expectations.
• Align managed-services delivery with client objectives, success metrics, KPIs, and strategic account plans.
• Manage risk registers, incident root-cause analysis, recovery strategies, service improvement plans, and operational reporting.
• Own account financial performance, retention, renewals beginning 12 months prior, expansion, cross-sell, upsell, PCR opportunities, true-ups, and billing accuracy.
• Coordinate delivery, account, client, sales, finance, and internal teams while supporting Change Advisory Board governance and operational compliance.
• Mentor Client Success Managers and contribute to service-organization improvement and IT Service Management best practices.

Requirements

• 5–7 years of IT Service Account Management or Service Delivery experience, including leadership responsibilities.
• Bachelor’s degree required; a master’s degree is preferred.
• ITIL Foundation certification required; ITIL Intermediate or Expert preferred.
• Strong understanding of IT Service Management and IT Project Management principles, processes, and techniques.
• Proven ability to lead teams, manage complex client relationships, influence stakeholders, manage change, and drive strategic outcomes.
• Strong facilitation, communication, presentation, analytical, problem-solving, prioritization, and client-escalation skills, including communication with C-level stakeholders.
• Proficiency in Microsoft Word, Excel, and PowerPoint, including pivot tables, data manipulation, charts, graphs, and presentations.
• Ability to travel safely and reliably to an office, client work site, customer site, or data-center environment as required and lift or move equipment weighing up to 50 pounds.

Nice to have

• PMP or equivalent project management certification.
• ITIL Intermediate or Expert certification.
• Master’s degree.
• Undergraduate degree with 2–4 years of relevant experience.

Culture & Benefits

• Culture focused on belonging, diverse perspectives, ownership, direct communication, coaching, trust, and shared outcomes.
• Office-based and hybrid workplace environment with customer-site and data-center work as required.
• Training and development opportunities, cross-department training, sponsored certifications, and access to a multi-million-dollar technology lab.
• USA employment benefits include medical, dental, and vision insurance; 401(k); paid company holidays; paid time off; and paid parental and caregiver leave.
• AI tools may support application and interview review; candidates may opt out without penalty.

Hiring process

• AI tools may be used to review applications, resumes, responses, recordings, transcriptions, or interview summaries, with final decisions made by humans.
• Candidates who opt out of application or resume AI review should use the General Application and include the desired role in the Additional Information field; interview recording and transcription opt-out is also available.