Csm Manager

TL;DR

Csm Manager (Customer Support): Lead and coach a team of Customer Success Managers to deliver exceptional customer experiences with a technical CRM product with an accent on customer retention, expansion, and strategic collaboration. Focus on building scalable playbooks, tracking key metrics, and driving GTM success in a fast-moving startup environment.

Location: Hybrid in San Francisco and New York

Salary: $200,000–$250,000

Company

hirify.global is building the first AI-native CRM designed for ambitious go-to-market teams, backed by a $52M Series B led by GV and other investors.

What you will do

• Hire and coach a team of Customer Success Managers to deliver exceptional customer experiences with a technical product
• Drive renewals, reduce churn, and identify expansion opportunities in partnership with Sales and Product teams
• Establish playbooks, health scoring, and reporting to scale the team effectively
• Collaborate cross-functionally with Marketing, Operations, Product, and Engineering to improve customer experience and inform product roadmap
• Track and report on key metrics like NRR, churn, onboarding success, and customer satisfaction

Requirements

• Location: Hybrid in San Francisco or New York
• 3+ years building and coaching CSM or Account Manager teams
• 4+ years in customer-facing roles for technical products
• Strong data orientation and strategic mindset
• Experience working cross-functionally on strategic projects
• Ability to thrive in fast-moving, early-stage environments

Hiring process

• Introductory phone call with Talent team
• Interview with VP of Sales and Success
• Technical case interview
• Interviews with relevant stakeholders
• Closing conversation with CEO
• Offer stage