Customer Success Manager

TL;DR

Customer Success Manager: Driving customer happiness and business value for a brand platform, guiding US market customers through onboarding and adoption with an accent on strategic relationship building, renewals, upsells, and cross-sells. Focus on monitoring usage patterns, resolving inquiries, and collaborating with internal teams to ensure a seamless customer experience.

Location: Hybrid in New York, NY, requiring office presence at least twice per week.

Salary: $112,000–$120,000 OTE (base + commission)

Company

hirify.global is a brand platform that helps teams organize digital assets, collaborate on projects, and create engaging campaigns for thousands of marketers and designers.

What you will do

• Guide new customers through onboarding and provide comprehensive training to maximize product value.
• Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins.
• Act as the primary point of contact for customer inquiries and issues, ensuring timely resolution.
• Monitor customer usage patterns to identify underutilization and implement adoption strategies.
• Oversee the renewal, upsell, and cross-sell processes, collaborating with Account Managers.
• Work with customers to align product capabilities with their business goals and collaborate with internal teams for a seamless experience.

Requirements

• Comfortable and excited to come to the New York office at least twice per week.
• 3-4+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
• Natural ability in onboarding, proactively increasing product adoption, customer engagement, and satisfaction.
• Experience leveraging tools like Gong and Salesforce to track customer interactions and drive data-informed decisions.
• Understanding of key metrics such as Adoption Rate, Net Revenue Retention, Customer Lifetime Value, and Net Promoter Score.
• Impressive communication skills to build trustful internal and customer-facing relationships.

Culture & Benefits

• Thrive with the tools and support to shape your future at hirify.global.
• Medical, dental, and vision coverage with fully company-paid plan options.
• 401k with 5% matching.
• Minimum of 25 days of PTO per year, plus paid educational and wellbeing days off.
• Parental, bereavement, and sick leave allowances.
• Wellbeing, learning and development, and commuter allowances, plus a home office setup budget.
• Weekly free office lunch.
• Workation: Work from inspiring locations around the world for up to 45 days annually.
• Inclusive recruitment experience and commitment to authenticity, empowering every voice.