Senior Customer Success Manager (eCommerce)

TL;DR

Senior Customer Success Manager (eCommerce): Facilitating and coordinating support for hirify.global’s enterprise customer base to improve retention and minimize customer churn with an accent on product integration, troubleshooting, and delivering outstanding value and insights. Focus on proactively identifying at-risk customers, managing complex customer relationships, and influencing Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience.

Location: This is a hybrid role based out of our Los Angeles office. The CS Team is in the office Tuesday-Thursday.

Salary: $100,000–$130,000 USD (Base), $115,000–$156,000 USD (OTE)

Company

hirify.global is building an advanced marketing intelligence platform that provides eCommerce brands a unified view of their business data through attribution modeling and customizable dashboards.

What you will do

• Integrate the analytics product into customer eCommerce infrastructure and troubleshoot challenges.
• Provide setup support for early-stage customers and eCommerce growth insights.
• Coordinate internal stakeholders for post-onboarding experience, support ticket management, and product feedback.
• Support the Media Strategy team in preparing for data reviews and deliverables.
• Act as the first line of support for customer technical issues and track bug reports.
• Proactively identify at-risk customers, monitor churn, and drive timely intervention.

Requirements

• Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field.
• 3+ years of experience in Customer Success, Account Management, or Technical Support, preferably supporting enterprise or eCommerce customers.
• Experience in SAAS B2B software companies.
• Strong understanding of eCommerce ecosystems and marketing analytics (Facebook Ads Manager, Google Analytics, TikTok Seller Center).
• Technical aptitude with troubleshooting integrations and product configurations.
• Ability to own a book of business and manage complex customer relationships.

Nice to have

• Experience in marketing or marketing-tech related capacity.
• Understanding of ad buying and tracking concepts.

Culture & Benefits

• Remote-friendly company with offices in San Francisco and Los Angeles.
• Equity package and comprehensive healthcare benefits (medical, dental, vision) and a 401(k) plan.
• Flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave.
• $500 work-from-home stipend.
• Join a team of driven, collaborative, and talented individuals who value personal growth and excellence.

Hiring process

• Typically starts with a 30-minute interview with a recruiter.
• Followed by video interviews with the hiring manager, team members, and CEO/Co-founder.
• Includes a role-specific video interview.
• The entire process usually involves 5-7 interviews and requires around 5-8 hours.