Manager, Majors Customer Success

TL;DR

Manager, Majors Customer Success: Leading and coaching a team of Customer Success Managers to drive Net Revenue Retention and strategic partnerships for Flock's largest and most strategic accounts with an accent on complex, multi-threaded relationship management and operational rigor. Focus on establishing scalable workflows, aligning commercial and customer success outcomes, and providing insights into product needs for influential customers.

Location: Remote (USA), with up to 50% travel, covering the East Coast.

Salary: $172,000 base + $43,000 variable ($215,000 total compensation) annually, plus stock options.

Company

hirify.global is a leading safety technology platform providing hardware and software solutions for crime prevention and security, serving over 5,000 communities and 4,500 law enforcement agencies.

What you will do

• Lead, coach, and develop a team of 5-6 Customer Success Managers for strategic accounts.
• Drive Net Revenue Retention through proactive adoption and stakeholder engagement.
• Guide the team in managing complex, multi-threaded relationships with city leadership and public safety decision-makers.
• Establish and refine playbooks and scalable workflows for high-impact results.
• Partner cross-functionally with Sales, Product, Support, and Deployment.
• Track, analyze, and communicate key performance metrics to executive leadership.

Requirements

• 5+ years of customer-facing leadership experience, with 3+ years managing Enterprise-level Customer Success teams in a fast-paced technology environment.
• Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics.
• Proven ability to design and operationalize strategic Customer Success programs.
• Skilled communicator and relationship builder, including with senior executives.
• Strong analytical skills for data-driven decisions.
• Willingness to travel up to 50% to visit customers and support team development.

Nice to have

• Experience with Gainsight or other CS platforms.

Culture & Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan (Medical, Dental, Vision) and HSA match.
• 12 weeks of 100% paid parental leave; additional for birthing parents.
• Fertility & Family Benefits ($50,000 lifetime maximum).
• Mental health benefits via Spring Health and caregiver support via Cariloop.
• Equity Tax Advisor sessions.
• WFH Stipend ($150/month), Productivity Stipend ($250/year), Home Office Stipend ($750 one-time).

Hiring process

• Initial chat with a recruiter.
• Interview with the Hiring Manager.
• Technical Assessment (e.g., crafting a 90-day plan).
• Panel interview with team members and cross-functional partners.
• Executive Review with a company executive.