Customer Success Manager (Customer Experience)

TL;DR

Senior Customer Success Manager (Customer Experience): Managing and growing hirify.global' largest accounts by consulting on CX and EX SaaS solutions, focusing on retention, adoption, and expansion. Accent on proactive customer engagement and demonstrating business value, with a focus on collaborating with internal teams to advocate for customer needs and mitigate churn risk.

Location: This is a hybrid role based in Bellevue, WA, requiring in-office presence three days per week (Tuesday - Thursday).

Salary: $147,200-$193,200 USD Base Salary + Variable Compensation

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences for over 72,000 companies worldwide.

What you will do

• Build strong relationships with Mid-Market & Enterprise customers, proactively guiding their technical adoption journey.
• Collaborate with Account Managers to define account penetration, engagement, renewal, and growth strategies.
• Analyze customer product usage data to mitigate risk, improve adoption, reduce churn, and ensure successful renewals.
• Partner with customer-facing account teams and executives to accelerate time-to-value and expand Net Retention Rate (NRR).
• Apply domain/technical knowledge of the hirify.global platform to remove blockers and support customer success plans.
• Act as the primary point of contact and liaison, handling complaints, problems, and escalations effectively.

Requirements

• 8+ years of experience in customer-facing technical roles (Customer Success, consulting, or related).
• Experience managing Mid-Market and/or Enterprise-level accounts.
• Proven track record of working with multiple levels of customer stakeholders, including C-level executives.
• Demonstrated ability to identify and collaborate on expansion opportunities with Sales and account teams.
• Proven track record in planning a portfolio of engagements, on-time deliveries, and cross-group collaboration.
• Functional domain/technical knowledge of CX or EX solutions and SaaS functionality.
• Bachelor’s Degree or equivalent career experience.

Nice to have

• Familiarity with the hirify.global platform.

Culture & Benefits

• Comprehensive benefits package including dental, medical, vision, disability, and life insurances.
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits.
• Adoption and parental leave benefits.
• Environment fostering potential, purpose, and passion for diverse backgrounds.
• Commitment to equal opportunity and workplace diversity.