Senior Manager, Customer Success (HR Tech)

TL;DR

Senior Manager, Customer Success (HR Tech): Leading and developing Customer Success Management teams to achieve retention and revenue growth goals with an accent on team development, process improvement, and strategic customer engagement. Focus on driving NRR, enhancing customer satisfaction, and ensuring the team's efficiency in relationship management.

Location: Hybrid, based in New York City, New York

Salary: $145,000–$166,750 per year

Company

hirify.global is a rapidly growing HR tech startup focused on enabling small businesses to thrive by simplifying HR issues and offering comprehensive benefits.

What you will do

• Lead and support a team of managers in their day-to-day work and ongoing development.
• Develop, scale, and grow the Customer Success Management team, including operations, process improvement, hiring, and performance management.
• Own key performance metrics for customer satisfaction, service level, and quality assurance.
• Directly responsible for revenue retention and revenue growth for managed businesses (NRR, KPIs).
• Implement systems to increase CSM efficiency and effectiveness, focusing on high-value relationship management.
• Communicate directly with customers in critical cases and handle general management responsibilities like 1:1s and performance reviews.

Requirements

• 10+ years of experience in customer success, relationship management, or account management.
• 5+ years of people management experience, with at least 2 years managing other managers.
• Proven ability to coach managers to achieve KPIs and de-escalate difficult customer issues.
• Strong consultative and solution-oriented approach with a commitment to accountability.
• Work format is hybrid, requiring presence in the New York City office.

Nice to have

• Experience in HR tech/SaaS.

Culture & Benefits

• Welcoming and casual environment with strong company values (Camaraderie, Openness, Grit, Integrity, Simplicity).
• Great benefits, wellness program offerings, and company retreats.
• Opportunity to learn from leaders in the startup community.
• Focus on diversity, equity, inclusion, and belonging.
• Commitment to providing reasonable accommodations for disabilities and religious beliefs.
• Supportive, entrepreneurial environment for building something meaningful.