Manager, Customer Success Mid-Market

TL;DR

Manager, Customer Success (Mid-Market): Leading and developing a team of Client Success Managers to drive customer lifecycle management, product adoption, and retention for mid-market clients with an accent on achieving NRR and churn metrics. Focus on coaching, performance management, improving customer experience, and cross-functional collaboration to ensure client satisfaction.

Location: Remote within the USA, with an office option in San Diego, CA.

Salary: $123,000.00 - $155,000.00

Company

hirify.global is a product company focused on driver safety and compliance solutions.

What you will do

• Lead, motivate, and manage a team of Client Success Managers, fostering continuous learning and professional development.
• Drive program success, product adoption, and retention, accountable for NRR and churn metrics.
• Develop strong understanding of key accounts, identify improvement opportunities, and assist in client meetings/QBRs.
• Own client escalations, gather feedback, and make product recommendations to enhance client adoption.
• Identify, create, and revise processes to improve customer experience and operational efficiency.
• Partner with cross-functional teams (Sales, Order Management, Installation, Product, Support) to ensure seamless client satisfaction.

Requirements

• Bachelor’s Degree or equivalent experience.
• 8+ years of experience in customer success, account management, consultative sales, or business consulting.
• 2+ years of experience in client-facing people management and leadership.
• Strong leadership, emotional intelligence, and change management skills.
• Excellent communication and presentation skills, including to C-Level.
• Ability to travel up to 20%.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• Financial benefits including Health Savings Account, Flexible Spending Accounts, 401(k) with match.
• Flexible Time Off (FTO) or Paid Time Off (PTO), plus 11 paid holidays.
• Employee Well-Being program and Education Reimbursement Program.
• Collaborative, innovative culture focused on making a positive impact.