TL;DR

Senior Manager Mid-Market Customer Success (Customer Support): Leading and managing a team of Mid-Market Customer Success Managers to ensure customer satisfaction and increased ROI from the %hirify_global% platform with an accent on relationship building, team leadership, and strategic customer retention. Focus on developing scalable customer success strategies, managing enterprise-level client relationships, and collaborating cross-functionally to enhance product adoption and customer experience.

Location: Remote - US only

Salary: $124,000 - $180,000

Company

%hirify_global% is a leading AI-powered customer engagement platform serving over 1,200 brands globally, focused on delivering personalized cross-channel customer experiences with enterprise-grade security.

What you will do

Lead and manage a team of Mid-Market Customer Success Managers ensuring customer satisfaction and ROI growth
Build and maintain trusted advisor relationships with clients and internal stakeholders
Drive regular check-ins, QBRs, and monitor client satisfaction metrics
Identify new business opportunities and develop strategic initiatives for retention and expansion
Manage a portfolio of customers as an individual contributor alongside leadership duties
Collaborate with Engineering, Product, Marketing, and Sales teams to communicate product functionality and improve customer experience

Requirements

Must be based in the US or authorized to work remotely within the US
5+ years in B2B customer success roles within fast-paced SaaS startups
3+ years of team building and management experience
Strong leadership, communication, and interpersonal skills
Ability to understand technical concepts and solve customer problems
Willingness to travel up to 25% of the time

Nice to have

Experience with email marketing, push or SMS software
Familiarity with APIs, HTML, CSS, and Javascript
Consulting experience

Culture & Benefits

Competitive salary, meaningful equity, and 401(k) plan
Medical, dental, vision, and life insurance
Paid parental leave, sabbatical, and flexible PTO
Balance Days (additional paid holidays)
Monthly wellness and professional development allowances
Pre-tax commuter benefits and complete laptop workstation