Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Managing customer relationships throughout their lifecycle to ensure high satisfaction and product adoption, with an accent on preserving reoccurring revenue and identifying expansion opportunities. Focus on performing periodic business reviews, tracking customer health, and ensuring maximum value from solutions.

Location: Remote (US)

Company

hirify.global is a global software company providing solutions for customer experience, financial crime prevention, and public safety, serving over 25,000 businesses worldwide.

What you will do

• Manage customer relationships and advocate for them internally.
• Maintain high revenue retention rates and identify expansion opportunities.
• Perform periodic Business Reviews and generate account health dashboards.
• Support customers post-sale, ensuring successful onboarding and solution adoption.
• Monitor customer usage against goals and provide ad-hoc analyses for value realization.
• Identify risks of customer dissatisfaction and execute mitigation strategies.

Requirements

• Minimum 4+ years’ experience in a customer-facing role such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager.
• 3+ years working within a hosted or Software as a Service business-model.
• Experience with contact center and back office environments and related operational concepts.
• Ability to engage in technical dialogue with customers and internal audiences.
• Experience managing business aspects of large Enterprise-level customers and communicating internally with Upper Management.
• Work authorization for the USA is required.

hirify.global-to-have">hirify.global to have

• Bachelor’s degree or equivalent experience.
• Working knowledge of contact center and back office technologies.
• Experience working with Gainsight, Salesforce.com, and ServiceNow.
• Prior experience in solutions selling and account development.

Culture & Benefits

• Ambitious, game-changing environment focused on challenging limits.
• Opportunity to work with a market leader in AI, cloud, and digital solutions.
• Inclusive culture: "proud to be an equal opportunity employer".
• Diverse team with over 8,500 employees across 30+ countries.