Senior Customer Success Manager II (SaaS)

TL;DR

Senior Customer Success Manager II (SaaS): Driving product adoption, maintaining healthy partnerships, and ensuring customer retention for a secure multi-cloud content security and governance platform with an accent on strategic success planning, quarterly business reviews, and issue resolution. Focus on becoming a product expert, expanding business for customers, and improving internal processes.

Location: Remote, United States

Salary: $70,000–$105,000 annually

Company

hirify.global is a secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content.

What you will do

• Become a product expert and manage new customers after the implementation process to ensure successful onboarding and adoption.
• Develop strategic success plans for your customer segment, outlining critical success factors and metrics.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal.
• Keep customers informed of process and procedural changes and manage resolution of escalated customer issues.
• Maintain positive working relationships with Product Management and Engineering to resolve issues and communicate customer needs.

Requirements

• Demonstrated success managing customer relationships in a B2B SaaS company.
• 5+ years of customer-facing account management or equivalent SaaS Support experience.
• Demonstrated capability to identify and mitigate risk.
• Experience working across multiple internal teams to resolve customer issues quickly and effectively.
• Excellent communication skills (writing, listening, phone).

Culture & Benefits

• Competitive salaries and comprehensive benefits.
• Flexible hours and generous time off (Responsible Time Off), paid holidays, and sick time.
• 401(k) with company match, Health Savings Account (HSA), and Flexible Spending Account (FSA).
• Up to 12 weeks of paid Parental and 10 weeks Adoption Leave.
• Gym, cell phone, and internet reimbursement.
• Access to free well-being apps and an Employee Assistance Program (EAP).