Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Creating and sustaining happy, referenceable customers by ensuring they realize full value from the platform and partnership, with an accent on establishing and nurturing executive-level relationships and driving platform adoption for optimized ROI. Focus on aligning on value objectives and results, proactively de-escalating issues, and identifying opportunities for renewals and expansion.

Location: Remote (USA only)

Salary: $139,440–$164,000 USD

Company

hirify.global provides an email security platform.

What you will do

• Serve as the voice of the customer and provide internal feedback to maximize customer value and retention.
• Prepare and deliver Business Reviews for customers with the top priority of proving ROI.
• Increase customer adoption of key platform features and best practices to maximize ROI.
• Educate customers on the most relevant features and functionality.
• Establish a strategic, trusted advisor relationship with senior decision makers.
• Partner with the Abnormal Security Account Team to ensure renewals and expand usage.

Requirements

• 5+ years experience in a CSM capacity, with 6+ years experience in an enterprise SaaS product support environment.
• Strong experience building and developing long-lasting executive-level relationships (CISO’s and CIO’s) at F500 companies.
• Strong analytical and organizational skills, including the ability to understand and review financial ROI.
• Strong technical troubleshooting skills and previous experience with Internet and networking technologies, including email security products.
• Well versed with using case management systems and CRM’s (SFDC / JIRA).
• Bachelor of Science in Computer Engineering/Science, Electronics and Communications Engineering or non-graduates with strong technical knowledge or similar work experience required.

Culture & Benefits

• Individual compensation packages are based on skills, experience, qualifications, and other job-related reasons.
• Eligible for a bonus, restricted stock units (RSUs), and benefits.
• hirify.global is an equal opportunity employer.

Hiring process

• Video interviews are conducted, and applicant identity is validated at various stages of the recruitment process.
• Pre-employment checks must be successfully completed upon a conditional offer of employment to progress to a final offer.