Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager: Owning and growing relationships with key customers by aligning solutions to objectives, driving adoption and value realization, and acting as a trusted advisor. Focus on building executive-level relationships, managing strategic accounts for retention and expansion, and influencing product roadmap with customer insights.

Location: San Francisco, California, United States. This is a hybrid role requiring 3 days a week in the office. A relocation stipend may be available for those willing to relocate to a hirify.global hub location in the US (Denver, Nashville, San Francisco) or Santiago, Chile.

Salary: $128,000 - $151,000 USD (On-target Earnings OR Base Salary range for San Francisco, CA)

Company

hirify.global is a data platform powering safe and fair decisions through background checks and compliance, serving over 100,000 customers and recognized on Forbes Cloud 100.

What you will do

• Own customer success for 10–15 strategic accounts, driving adoption, value realization, renewals, and long-term account growth.
• Act as a trusted advisor, building executive-level relationships by demonstrating domain expertise and aligning solutions to customer objectives.
• Lead onboarding, enablement, and ongoing training programs to ensure rapid time-to-value and expanding use cases.
• Deliver data-driven business reviews, leveraging analytics to measure ROI, track milestones, and guide strategic decisions.
• Proactively manage customer health and critical issues, coordinating cross-functional resolution and coaching customers.
• Drive retention, renewals, and expansion by partnering with Account Executives on strategic account plans and identifying growth opportunities.

Requirements

• 4+ years customer success experience, preferably for a SaaS or financial services product.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Outstanding multi-task management skills across varied responsibilities.
• Passion for working with customers and a desire to deeply understand Truework Income products, use cases, and technical elements.
• Strong communication skills (written, verbal, presentation) to explain technical subjects to non-technical personnel.
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Willing to travel quarterly based on customer and business need.

Culture & Benefits

• Fast-paced and collaborative environment.
• Learning and development allowance.
• Competitive cash and equity compensation, with opportunity for advancement.
• 100% medical, dental, and vision coverage.
• Up to $25K reimbursement for fertility, adoption, and parental planning services.
• Flexible PTO policy.
• Monthly wellness stipend.