Senior Enterprise Customer Success Manager (SaaS)

TL;DR

Senior Enterprise Customer Success Manager (SaaS): Driving enterprise customer happiness and business value from hirify.global's brand platform with an accent on onboarding, adoption, retention, and strategic relationship building within the US market. Focus on developing and implementing strategies to align product capabilities with business goals and ensuring seamless customer experience.

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

Salary: $140,000–$150,000 OTE annually.

Company

hirify.global offers a brand platform that helps teams organize digital assets, collaborate on projects, and create engaging campaigns for clients like Uber and Microsoft.

What you will do

• Guide new customers through onboarding and provide comprehensive training to ensure maximum 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 provide strategies to increase adoption.
• Oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers.
• Work with customers to develop and implement strategies that align product capabilities with their business goals.
• Collaborate closely with sales, product, technical support, and marketing teams for a seamless customer experience.

Requirements

• Hybrid work: Comfortable working from the New York office at least twice per week.
• 6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
• Proven ability to onboard, proactively increase 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, Net Promoter Score, and Churn Rate.
• Impressive communication skills to build trustful relationships both internally and customer-facing.

Culture & Benefits

• 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.
• Wellbeing, learning and development, and commuter allowances.
• Home office setup budget and weekly free office lunch.
• Workation: Work from inspiring locations around the world (45 days annually).