Mid-Market Customer Success Manager

TL;DR

Mid-Market Customer Success Manager: Managing and growing relationships with mid-market customers by providing strategic support and ensuring customer success with an accent on customer satisfaction, retention, and cross-functional collaboration. Focus on developing trusted advisor relationships, tracking key performance metrics, and addressing customer challenges proactively.

Location: Remote within the United States or Hybrid for candidates within 50 miles of San Ramon, CA

Salary: $81,200 - $157,400 USD

Company

hirify.global is a leading provider of cloud contact center software focused on innovation and customer experience.

What you will do

• Develop and maintain strong, long-lasting customer relationships as a trusted advisor for a portfolio of mid-market clients
• Collaborate with customers to define and track key performance metrics and ensure objectives are met
• Provide regular updates and business reviews to customers and leadership on success and engagement
• Identify and address potential issues impacting customer satisfaction or retention
• Work cross-functionally with Professional Services, Product, Support, Sales, and TAM teams to ensure customer success and growth opportunities

Requirements

• Location: Must reside in the United States; remote for candidates outside 50 miles of San Ramon, CA, hybrid otherwise
• Bachelor's degree or 5 years equivalent experience in customer success or related roles
• Proven experience in customer success, account management, or related fields
• Excellent communication, interpersonal, problem-solving, and analytical skills
• Ability to manage multiple projects and work in a fast-paced environment
• Willingness to travel up to 25% of the time

Nice to have

• Familiarity with contact center technology and SaaS industry
• Experience with CRM and customer success management software

Culture & Benefits

• 100% employee health, dental, and vision coverage starting day one
• Short & Long-Term Disability, Basic Life Insurance, and 401k with employer matching
• Access to mental health support platform for employees and dependents
• Generous employee stock purchase plan
• Paid time off, company holidays, paid volunteer hours, and 12 weeks paid parental leave