Senior Manager Mid-Market Customer Success

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