Enterprise Customer Success Manager

TL;DR

Enterprise Customer Success Manager: Leading onboarding, maintaining strategic relationships, and driving expansion for large enterprise SaaS customers with an accent on maximizing platform adoption and value realization. Focus on proactive problem-solving, product advocacy, and aligning offerings with complex customer needs to ensure long-term success and growth.

Location: Hybrid in San Francisco, CA. Requires office presence at least 3 days a week. US work authorization is essential.

Salary: $155,000–$175,000

Company

hirify.global is the leading AI incident response platform, helping over 1,500 companies reduce incident response time and improve reliability.

What you will do

• Lead seamless onboarding and integration for new enterprise customers, delivering in-depth training for platform adoption.
• Build and maintain strategic relationships with key stakeholders, acting as a primary point of contact and trusted advisor.
• Proactively address customer challenges and opportunities, delivering ongoing support to ensure satisfaction and retention.
• Identify and drive expansion opportunities, including upsells and cross-sells, by aligning offerings with customer goals.
• Champion the customer voice internally by sharing actionable insights and collaborating with Product, Engineering, Sales, and Marketing teams.

Requirements

• Ample experience in Customer Success or Account Management with enterprise SaaS customers, demonstrating a track record of driving adoption, retention, and growth.
• Exceptional relationship-building and communication skills, capable of engaging stakeholders at all levels.
• Experience partnering with Product, Engineering, and Sales teams to align on customer needs and simplify technical details.
• Strong problem-solving and strategic thinking skills with a proactive approach to addressing customer challenges.
• Desire to work in a fast-paced start-up environment, operating with autonomy.
• English: B2 required.

Culture & Benefits

• Market leading private medical insurance.
• Generous parental leave and annual leave/PTO allowance.
• First Friday of the month off.
• Competitive salary and equity.
• Remote working and personal development budget.
• Enhanced pension/401k.