Customer Success Manager, Mid-Market

Location: United States (Remote); occasional work outside typical business hours, including holidays, may be required.

Base salary: $70,000–$85,000 annually. On-target commission: $23,000–$28,000 annually; the role also includes eligibility for 1,000 stock options.

Company

hirify.global provides fraud prevention and trusted commerce technology that helps online retailers approve more good orders, protect revenue, and improve customer experiences.

What you will do

• Drive scalable customer success initiatives across a pooled Mid-Market book of business, achieving onboarding, retention, and upsell targets.
• Manage approximately 30 merchant accounts at a time, engaging customers through phone, Zoom, and email.
• Analyze customer health, adoption, and client data to identify optimization opportunities, mitigate churn risks, and expand product adoption.
• Partner with Implementation to onboard new merchants and deliver initial product training and high-level guidance.
• Collaborate with Sales, Technical Support, Risk Intelligence, Data Science, and other teams to help merchants realize value from the platform.
• Prepare business reviews covering partnership progress, successes, revenue growth opportunities, and strategic recommendations.

Requirements

• 1–3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Excellent verbal and written communication and presentation skills, with comfort and preference for phone-based client interactions.
• Ability to analyze complex challenges, develop actionable strategies, and lead teams toward key objectives.
• Strong time management and prioritization skills for managing the diverse needs of a large customer base.
• Highly motivated, resourceful, detail-oriented, organized, and comfortable with ambiguity in a fast-paced, deadline-oriented environment.
• Bachelor’s degree required.

Nice to have

• Experience managing a high volume of accounts in a scaled 1:Many customer success model.
• Proficiency with Salesforce.

Culture & Benefits

• Remote role for the United States, with support for occasional work outside standard business hours when merchant needs require it.
• Unlimited discretionary time off, paid parental leave, health, dental, vision, life, disability, and flexible spending account benefits.
• 401(k) match, stock options, annual performance bonus or commissions, and commission accelerators.
• On-demand therapy for employees and dependents, a dedicated learning budget, and company social events.

Hiring process

• Reasonable accommodations are available for candidates who need individualized support during the interview process.