Customer Success Manager (US Federal)

Location: Austin, Texas; Charlotte, North Carolina; or Reston, Virginia

Company

hirify.global provides simple, powerful, and secure software solutions, including observability platforms, to help customers accelerate business transformation.

What you will do

• Own and manage a portfolio of US Federal customer accounts throughout the customer lifecycle.
• Build trusted relationships, maintain engagement cadence, lead customer meetings, and document follow-up actions.
• Drive onboarding and adoption plans aligned with customer mission, business, and technology priorities.
• Identify renewal risks early, support forecasting and renewal execution, and help customers achieve measurable value.
• Identify account expansion opportunities and contribute to expansion goals.
• Collaborate with Sales, Support, and Renewals on account strategy, customer priorities, issue resolution, and renewal outcomes.

Requirements

• Strong relationship-building, listening, verbal and written communication, organization, attention to detail, and follow-through.
• Ability to understand customer needs and constraints and translate them into practical solutions.
• Confidence leading customer meetings and guiding conversations toward clear outcomes.
• Flexibility and sound judgment when handling different customer priorities, processes, and operating environments.
• Ability to manage competing priorities across a book of business while maintaining timely communication and follow-up.
• Technical curiosity and ability to learn technical concepts, ask thoughtful questions, and connect customer challenges to appropriate resources and solutions; engineering experience is not required.
• Helpful technical knowledge includes networking fundamentals, switches and routers, server and application monitoring, observability concepts and platforms, Microsoft Azure, Amazon Web Services, and modern technology environments.

Nice to have

• Experience with US Federal, public sector, or government customers.
• Working knowledge of Federal government processes, procurement, or customer operating environments.
• Experience in Customer Success, account management, consulting, technology services, or a related customer-facing role.
• Experience supporting SaaS, IT operations, networking, monitoring, observability, or other enterprise technology solutions.
• Federal or public sector experience is a plus but is not required; strong customer management skills, technical curiosity, and the ability to learn the Federal customer environment are also considered.

Culture & Benefits

• People-first environment centered on customers, employees, partners, shareholders, and communities.
• Collaborative, accountable, innovative, fast-paced workplace with emphasis on empathy, commitment, and teamwork.
• Equal employment opportunity for qualified applicants regardless of protected characteristics.