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.