Senior Customer Success Manager (SaaS)

Location: San Francisco, United States; hybrid with an average of 2 days per week in the local hirify.global office.

Salary: USD 131,000–150,000 OTE annually, plus equity and benefits.

Company

hirify.global provides an employee experience SaaS platform used by more than 6,000 companies and 25 million employees to improve engagement, performance management, and team development.

What you will do

• Own retention, growth, adoption, GRR, and NRR for a large book of enterprise customers with 1,000+ users.
• Use customer data, health signals, dashboards, and AI to prioritize work, identify risks, and plan proactive adoption.
• Lead strategic business reviews with senior stakeholders and translate platform data into business value and ROI stories.
• Identify sponsor changes, usage dips, and other risks; lead collaborative save plans through resolution.
• Lead pricing, contraction-risk, renewal, and expansion conversations while partnering with Account Managers, Renewals Managers, People Scientists, and Account Executives.
• Build repeatable customer-success plays, automate scalable workflows, and share playbooks with the wider CX team.

Requirements

• 3+ years of experience in a customer-facing role with accountability for retention and growth, such as customer success, account management, or renewals.
• Experience managing enterprise customers and owning outcomes such as GRR and NRR.
• Experience leading strategic conversations with senior stakeholders and translating product data into actionable business stories.
• Experience partnering with Sales and Renewals teams to protect and grow revenue.
• Familiarity with customer success and CRM tools such as Vitally, Salesforce, or Gong; the specific stack can be learned.
• Hands-on experience using AI tools for customer preparation, risk identification, and account-context summaries, with a habit of sharing effective approaches.
• Ability to make sound commercial judgments, investigate underlying customer problems, identify risk early, build trusted relationships beyond one champion, and create scalable systems.

Nice to have

• Experience in HR tech, HCM, or adjacent SaaS.

Culture & Benefits

• Cross-functional pod structure with shared ownership of customer outcomes and a collaborative, team-oriented approach.
• Hybrid work from the local hirify.global office, averaging 2 days per week.
• Equity through the Employee Share Option Program, learning programs, coaching, and a MacBook with a home-workspace budget.
• Quarterly refresh days, an extended end-of-year break, monthly wellbeing and lifestyle allowance, and five annual social impact days.
• Inclusive parental leave from day one and medical insurance for employees and families in the US and UK.

Hiring process

• Apply through the online application process; reasonable accommodation requests can be sent to the accommodations team.
• Compensation is assessed during interviews based on market factors, skills, capabilities, and experience; contact the Talent Acquisition Partner for total compensation details.