TL;DR

Customer Success Team Lead (Enterprise): Managing and mentoring a team of CSMs and a portfolio of enterprise accounts with an accent on renewals, expansions, and churn mitigation. Focus on building strong client relationships, achieving net retention and CSAT/NPS KPIs through data-driven strategies, and acting as a customer advocate.

Location: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 2-3 days a week.

Salary: $120,000 - $153,000 per year

Company

%hirify_global% helps modern, mid-size businesses transform the way they manage people with an intuitive, data-driven HR platform.

What you will do

Manage and mentor a team of 3 Customer Success Managers.
Build and execute account-specific relationship frameworks for enterprise accounts.
Manage a portfolio of enterprise accounts focusing on renewals and expansions.
Collaborate with customers to help them achieve their business goals and act as their advocate internally.
Protect existing revenue streams, identify opportunities and risks, and mitigate churn.
Achieve net retention and CSAT/NPS KPIs through data-driven analysis.

Requirements

5+ years of SaaS CSM or Account Management experience for B2B organizations.
4+ years of owning a US book of business with targets on net retention.
2+ years of experience managing a CSM and/or an AM team.
Experience accurately forecasting and hitting revenue targets.
Strong executive project management skills and ability to communicate effectively across the C-suite.
Experience working with Salesforce and Web-based technologies.

Nice to have

Experience with Intercom, Slack, Quicksight, Zendesk, Airtable.
An HR or HRM background.
Additional language proficiency.

Culture & Benefits

Competitive compensation, benefits, and pre-IPO equity including stock options.
100% subsidized medical, dental, and vision coverage for employees.
401(k) with a 3% company match starting from Day 1.
Hybrid working model for Bobbers in the NY metro area.
Work from home allowance and temporary work-from-anywhere for up to 2 months after 6 months of employment.
Annual Headspace subscription, wellness benefits, and social impact days.
Bob balance days (4 additional company-wide long weekends per year).
Dog-friendly office and fun social events.