Senior Enterprise Customer Success Manager (E-commerce)

TL;DR

Senior Enterprise Customer Success Manager (E-commerce): Driving success, net revenue retention, and expansion for large enterprise customers by overseeing the customer lifecycle and orchestrating service infrastructure. Focus on identifying and closing renewals and expansion opportunities, advising on best practices, and ensuring swift resolution of account issues.

Location: Remote (United States)

Salary: $130,000 – $150,000 annually

Company

hirify.global helps merchants grow their businesses by building trusted relationships with customers, using advanced technology to create frictionless shopping experiences, approve more orders, and protect revenue.

What you will do

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention for assigned enterprise clients.
• Project manage the customer onboarding process to successful deployment, coordinating internal and external activities.
• Identify and successfully close renewals and expansion opportunities within your book of business, including full ownership of commercial activities.
• Understand customer pain points and business goals to advise on hirify.global platform usage and best practices.
• Develop collateral and conduct regular business reviews with client executive teams.
• Ensure swift resolution of account issues by leveraging cross-functional teams.

Requirements

• 5+ years of Customer Success Management or Account Management experience.
• Ability to travel when necessary.
• Proficiency in Salesforce, JIRA, Excel, and G-Suite.
• Proven customer management experience with Enterprise accounts.
• Proven track record of managing complex projects.
• Strong analytical, communication, and presentation skills.

Nice to have

• Background in e-commerce, payments, fraud, or data science.
• Proficiency in BI tools such as Looker.

Culture & Benefits

• Discretionary Time Off Policy (Unlimited) and 12 weeks of Paid Parental Leave.
• 401K Match and Stock Options.
• Annual Performance Bonus or Commissions.
• Comprehensive Health, Dental, and Vision Insurance, with Flexible Spending Account (FSA).
• On-Demand Therapy for all employees and their dependents.
• Dedicated learning budget through Learnerbly.