Senior Customer Success Analyst (SaaS)

TL;DR

Senior Customer Success Analyst (SaaS): Acting as a strategic advisor for enterprise customers, managing renewals, driving product adoption, and identifying growth opportunities with an accent on executive-level relationship management and end-to-end renewals process. Focus on aligning customer objectives with solutions and contributing to net revenue retention.

Location: Candidates must be eligible to work in the country where the position is located and be willing to work an Eastern shift (5:30 PM – 2:30 AM IST) to align with US-based customers.

Company

hirify.global is a product company focused on providing software solutions for enterprise customers.

What you will do

• Act as a primary point of contact and strategic advisor for enterprise customers.
• Own the end-to-end renewals process, including negotiation and contract management.
• Drive adoption of hirify.global products and ensure customer engagement and usage maturity.
• Identify expansion opportunities and collaborate on account growth strategies.
• Act as the voice of the customer, sharing feedback to Product, Support, and Leadership teams.
• Build champions within customer organizations and drive referenceability.

Requirements

• 7–12 years in Renewals, Account Management, or Customer Success, with at least 5 years managing enterprise-level customers.
• Proven track record of handling large, complex portfolios in a covered CSM model.
• Strong background in B2B SaaS/software product or services environments.
• Proficiency in Salesforce, Gainsight, and CRM/Success platforms.
• Strong negotiation skills and expertise in reviewing/analyzing software contracts.
• Excellent communication, presentation, and executive engagement skills.

Nice to have

• Bachelor’s degree required; MBA preferred.
• CSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage.
• Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.

Culture & Benefits

• Customer-first mindset with proven ability to resolve conflicts and build trusted relationships.
• Thrives in fast-paced, global environments with minimal supervision.
• Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams.
• Proud to be an equal opportunity workplace.

Hiring process

• Background checks are required for employment, where permitted by country, state/province.