Manager, Customer Experience - Strategic Enterprise (SaaS)

Location: Hybrid role based in Charlotte, NC, USA, or Lake Oswego, OR, USA

Starting pay: $125,000 per annum with 10% MBO

Company

hirify.global provides solutions that help organizations operate with integrity, protect their people, and ensure every voice is heard.

What you will do

• Lead, coach, and develop Strategic Enterprise Customer Experience Managers.
• Drive retention, adoption, customer satisfaction, and expansion readiness across strategic enterprise accounts.
• Establish consistent customer engagement strategies, account planning, lifecycle execution, and operational practices.
• Partner with internal and external executive stakeholders to strengthen relationships and resolve escalated risks.
• Monitor portfolio health trends, apply analytics to identify risks and opportunities, and improve operations.
• Collaborate with Sales, Product, Services, Support, and Leadership while building scalable playbooks, customer advocacy programs, and best practices.

Requirements

• 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• 3+ years of people leadership experience managing customer-facing teams.
• Proven success improving retention, adoption, and expansion performance in enterprise or SaaS environments.
• Strong coaching, mentoring, and performance management capabilities.
• Expertise in customer health frameworks, lifecycle management, and data-driven customer experience strategies.
• Analytical ability to translate data into strategic insights.
• Strong communication, cross-functional collaboration, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced, high-growth environment.
• Comfort working in a candid environment that values innovation, healthy debate, and follow-through; curiosity and willingness to use AI and emerging technologies.

Culture & Benefits

• Purpose-driven work focused on helping organizations operate with integrity and protect their people.
• High-performance environment with ownership, ambitious goals, urgency, and accountability.
• Candid, supportive, collaborative culture with continuous improvement and investment in employee growth.
• Competitive compensation designed to recognize measurable outcomes and impact.
• Equal opportunity employer committed to including individuals of all backgrounds, including people with disabilities and veterans.