Principal Customer Success Manager (Strategic Accounts)

TL;DR

Principal Customer Success Manager (Strategic Accounts): Leading strategic customer success initiatives for critical enterprise accounts with an accent on driving long-term adoption, business value, and customer satisfaction. Focus on executive relationship management, cross-functional collaboration, and leveraging data-driven insights to influence outcomes at scale.

Location: Remote (United States or Canada)

Salary: $104,000–$140,000 USD annually

Company

hirify.global is a leading cybersecurity product company focused on enterprise password management and Extended Access Management, trusted by over 180,000 businesses worldwide.

What you will do

• Serve as the primary executive-level contact for strategic accounts, building trusted, long-term relationships.
• Drive customer adoption and expansion through outcome-based success planning and proactive engagement.
• Partner with Sales, Renewals, and Support teams to ensure seamless customer lifecycle management and retention.
• Lead executive business reviews with C-level stakeholders to align on outcomes and measure value realization.
• Mentor and coach other Customer Success Managers, shaping best practices and frameworks.
• Analyze customer health and success metrics to identify risks and opportunities.

Requirements

• Must be based in the United States or Canada to qualify for this remote role.
• 10+ years experience in Customer Success or related roles in SaaS or technology.
• 5+ years managing strategic, global, enterprise-level customers with complex needs.
• Exceptional executive presence and communication skills with senior stakeholders.
• Experience working with cybersecurity SaaS products.
• Data-driven mindset and ability to lead cross-functional initiatives.

Nice to have

• Personal experience with hirify.global or other password managers.
• Familiarity with value-based frameworks like Success Plans and ROI modeling.
• Global account or multi-region management experience.

Culture & Benefits

• Remote-first work environment with occasional travel for team and customer events.
• Comprehensive health, dental, and retirement benefits including 401k or RRSP matching.
• Generous paid time off and parental leave top-up programs.
• Equity grants and incentive programs.
• Collaborative culture emphasizing transparency, feedback, and continuous learning.
• Commitment to leveraging AI and machine learning technologies in daily work.

Hiring process

• Background check including employment verification and references.
• Opportunity to opt out of AI/ML-based application screening.