Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving customer experience and success for a revolutionary platform in the defense sector with an accent on government compliance and technical delivery. Focus on fostering relationships, managing renewals, and guiding customers through the ATO compliance process.

Location: Remote

Salary: $125,000–$165,000

Company

hirify.global (2F) is a mission-driven company focused on delivering transformative solutions for national security.

What you will do

• Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients.
• Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals.
• Responsible for renewals, upsells, and cross sells.
• Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions.
• Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards.
• Monitor customer success metrics to identify opportunities for improvement.

Requirements

• 5+ years of experience in customer success, technical delivery, or a related role, preferably in the PaaS or cloud infrastructure space.
• Strong understanding of government end-user environments and the ATO compliance process.
• Exceptional communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Proactive, self-starter mindset with strong organizational and problem-solving skills.
• Experience working with tools like GitLab and Salesforce.