Customer Success Manager

TL;DR

Customer Success Manager (E-commerce/SaaS): Driving growth for a portfolio of SMB commerce customers by establishing new customer success motions, crafting value-realization plans, and building trusted relationships. Focus on analyzing product usage data, designing account and success plans, and championing the customer experience to influence product roadmap.

Location: Hybrid in New York City, 3 days per week in the office

Salary: $70,000 - $90,000 USD

Company

hirify.global is a design-driven platform helping entrepreneurs build brands and businesses online with products including websites, domains, e-commerce, and marketing tools.

What you will do

• Own and strategically advise a portfolio of upmarket or high-potential SMB customers.
• Analyze product usage data and performance trends to identify risks and opportunities.
• Design internal account team plans and external joint success plans to align with customer goals.
• Drive outcomes focused on customer retention, growth, satisfaction, and advocacy.
• Proactively anticipate issues and surface insights to keep customers on track.
• Provide structured customer feedback to influence product roadmap and service offerings.

Requirements

• 3+ years of experience in Customer Success, Account Management, Consulting, or Strategy roles, ideally in B2B SaaS for e-commerce SMBs.
• Proven ability to own and manage a book of business, driving customer engagement and product adoption.
• Strong analytical thinking and comfort working with customer data.
• Experience creating and executing tailored success plans to drive long-term value.
• Clear and confident communication skills, able to lead strategic discussions and build executive relationships.
• High personal accountability and a proactive, self-directed working style.

Nice to have

• Experience with the hirify.global platform.

Culture & Benefits

• Choice of medical plans with options for 100% covered premiums including medical, dental, and vision.
• Flexible paid time off and 12 weeks paid parental leave.
• Retirement benefits with employer match.
• Education reimbursement and employee donation match.
• Dog-friendly workplace with free lunch and snacks.
• Hack week twice per year.