Customer Success Team Lead (Enterprise)

TL;DR

Customer Success Team Lead (Enterprise): Manage and mentor a team of Enterprise Customer Success Managers, focusing on renewals and expansions. Focus on building account-specific relationship frameworks, mitigating churn, and meeting net retention and CSAT/NPS KPIs.

Location: Must be located in the New York Metro Area and willing to work in our NYC office 2-3 days a week.

Salary: $136,000 - $175,000 per year

Company

hirify.global helps modern, mid-size businesses transform the way they manage people.

What you will do

• Manage, mentor, and lead a team of 3 Enterprise CSMs.
• Build and execute an account-specific relationship framework.
• Manage a portfolio of enterprise accounts, focusing on renewals and expansions.
• Collaborate with Product, Development, Marketing, and Sales teams as the customer advocate.
• Protect existing revenue streams and identify opportunities and risks.
• Assess client health and develop strategies to mitigate churn.

Requirements

• At least 5 years of SaaS CSM or Account Management experience for B2B organizations.
• 4+ years of experience owning a US book of business with targets on net retention.
• 3+ years of experience managing a CSM and/or an AM team.
• Experience in accurately forecasting and hitting revenue targets.
• Executive project management skills.
• Experience working with Salesforce & Web-based technologies.

Nice to have

• Experience with Intercom, Slack, Quicksight, Zendesk, Airtable.
• An HR or HRM background.
• Any other additional language proficiency.

Culture & Benefits

• Stock options at a high-growth unicorn startup.
• 100% subsidized medical, dental, and vision coverage for employees.
• 401(k) with a 3% company match starting from Day 1.
• Hybrid working model for Bobbers in the NY metro area.
• Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment.
• Fun and frequent social events (in-person and virtual).