TL;DR

Commercial Customer Success Manager (SaaS): Lead onboarding, adoption, and retention for a high-volume portfolio of commercial SaaS customers with an accent on scalable service delivery and personalized customer engagement. Focus on building strong customer relationships, identifying risks, and collaborating cross-functionally to drive customer success and product expansion.

Location: New York, Hybrid

Salary: $125,000–$155,000

Company

%hirify_global% is a leading all-in-one platform for incident management, helping teams respond fast and reduce downtime with customers like Netflix, Airbnb, and Block.

What you will do

Lead onboarding and adoption for a high-volume portfolio of commercial customers using 1:1 engagement and scalable programs
Act as a trusted advisor to help customers navigate product usage and align on outcomes
Identify and address risks or blockers early to advocate for retention and product expansion
Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Support teams
Scale success efficiently by refining playbooks, automating tasks, and contributing to content and tooling

Requirements

Proven experience in Customer Success or Account Management managing SMB or Mid-Market SaaS customers
Exceptional relationship-building and communication skills to support many customers with personalized value
Strategic and analytical mindset to connect customer outcomes to business impact and balance engagement with scalable solutions
Ability to thrive in a fast-paced, early-stage environment with autonomy and adaptability
Comfort collaborating across functions to align goals and deliver consistent customer experience

Culture & Benefits

Market leading private medical insurance
Generous parental leave and annual leave/PTO allowance
First Friday of the month off
Competitive salary, equity, and commission
Remote working and personal development budget
Enhanced pension/401k