Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Responsible for being a trusted advisor to a portfolio of up to 10 Fortune 1000 hirify.global customers, managing up to $6M in annual revenue, and helping them achieve maximum value from the hirify.global platform with an accent on increasing customer adoption and proving Return on Investment. Focus on building strategic advisor relationships, monitoring customer health, and partnering with internal teams to ensure customer renewals and expansion.

Location: Hybrid work schedule. Travel expected 3 – 4 times per year.

Company

hirify.global, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape.

What you will do

• Be the ‘voice of the customer’ and provide internal feedback to maximize customer value and retention.
• Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
• Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
• Monitor customer health to reach out to customers before risks escalate and identify remediation options.
• Partner with hirify.global Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

Requirements

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
• Experience managing a quarterly retention and growth quota.
• You’ve maintained a book of Enterprise customer accounts (4000+ Employees).
• Increase customer satisfaction, adoption, and retention applying to a technical product.
• High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
• Fluent or native German speaker
• Fluent in English

Culture & Benefits

• Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
• Stay healthy and happy with Wellness@hirify.global! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and hirify.global’s annual Wellness Month every July—because your well-being matters all year long.
• hirify.global provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
• hirify.global offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.