Manager, Customer Success (GRC)

TL;DR

Manager, Customer Success (GRC): Lead and scale a team of Customer Success Managers, responsible for the health, retention, and growth of mid-market and international segments. Focus on refining the customer journey, ensuring measurable customer outcomes, and serving as the voice of the customer to influence product roadmap.

Location: Remote - United States

Salary: $115,000 - $140,000 per year + variable + equity + benefits

Company

hirify.global is a global leader in Governance, Risk, and Compliance (GRC) solutions, delivering software and capabilities for enterprises to understand and manage their risks.

What you will do

• Manage a team of CSMs, providing coaching, professional development, and performance management.
• Refine the customer journey for mid-market and international accounts.
• Own the expansion and Gross Dollar Retention (GDR) targets for your segment.
• Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations.
• Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap.
• Resolve complex issues and reinforce the strategic partnership.

Requirements

• 5+ years in Customer Success within the SaaS industry, with at least 2 years in a formal leadership or team-lead capacity.
• Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred.
• Experience managing or working with international accounts (EMEA/APAC) and understanding the complexities of global compliance standards (GDPR, ISO, etc.) is preferred but not required.
• Proficient in CS tools (e.g., Planhat) and Salesforce to track health scores and forecast renewals, churn, and expansion.
• Ability to explain complex risk management concepts to both technical admins and C-suite stakeholders.

Culture & Benefits

• Hybrid workplace with flexibility.
• Competitive salary, variable compensation plans, equity options, and flexible health and wellness benefits.
• Generous PTO, Annual Company Holidays, Health Days, and Summer Fridays.
• Access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
• Inclusive work environment where all employees’ differences are celebrated.
• Paid volunteer hours and company-wide charitable activities.