Customer Success Team Lead (Enterprise)

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.