Senior Customer Success Manager (Cloud)

TL;DR

Senior Customer Success Manager (Cloud): Owning and evolving the customer success program for the SELECT product, ensuring customers realize measurable value from the product, and managing the entire customer lifecycle, from onboarding through renewal and expansion. With an accent on defining and building the customer success program from scratch, strategic customer prioritization, and driving retention and expansion. Focus on transforming customer complexity into clarity using product insights and data, solving challenges to drive long-term customer value, and shaping the systems and operating model for future growth.

Location: Remote in North America, specifically US East (EST timezone)

Company

hirify.global is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation, offering solutions like hirify.global Cloud Intelligence™.

What you will do

• Manage the full portfolio of SELECT customers across the entire customer lifecycle (onboarding, adoption, value realization, renewal, expansion).
• Design and execute the initial Customer Success operating model, playbooks, and success metrics for the SELECT product line.
• Build strong relationships with key customer stakeholders and act as the voice of the customer, feeding insights into Product and Leadership.
• Proactively identify customer risk, own mitigation planning, and manage renewals end-to-end.
• Identify and qualify expansion opportunities within SELECT accounts and partner with Sales for strategic account planning.
• Support the hiring and onboarding of additional Customer Success Managers as the SELECT customer base scales.

Requirements

• 5+ years of Customer Success experience in a B2B SaaS company.
• Experience operating as a senior or founding CSM in an early-stage or scaling environment.
• Professional fluency in English (verbal and written).
• Strong data-driven mindset with experience using CS tooling (e.g., Gainsight, Planhat, ChurnZero).
• Proven ability to manage renewals, mitigate risk, and drive expansion.
• Ability to thrive in ambiguity and build structure where none exists.

Nice to have

• Experience with Customer Success data analytics.
• Familiarity with technologies like Snowflake, Databricks, Matillion, Fivetran.
• Experience or familiarity in working with data teams.
• Cloud provider and/or FinOps certifications (AWS, Azure, GCP).

Culture & Benefits

• Unlimited Vacation and Flexible Working Options.
• Health Insurance and Parental Leave.
• Employee Stock Option Plan and Home Office Allowance.
• Professional Development Stipend and Peer Recognition Program.
• Emphasis on being entrepreneurial, pursuing knowledge, and having fun in a global, remote team.
• Commitment to diversity, equity, and an inclusive workplace.