Senior Manager, Strategic Customer Success

TL;DR

Senior Manager, Strategic Customer Success: Leading a team of Customer Success Managers to drive retention, adoption, and customer satisfaction for strategic accounts with an accent on developing team leaders and expanding net revenue. Focus on managing customer escalations, building C-suite relationships, and communicating strategic vision to the team.

Location: Remote in the US. Compensation for candidates residing outside the United States will vary by location.

Salary: $168,200 USD - $224,900 USD (expected yearly base, plus commission and equity).

Company

hirify.global is a product company providing a technology platform for service businesses, focused on customer success and building strong client relationships.

What you will do

• Manage and mentor a team of Customer Success Managers to achieve KPIs in retention, adoption, and customer satisfaction.
• Lead recruitment, training, and career development for the Customer Success team.
• Drive net revenue expansion and ensure exceptional customer experience for strategic accounts.
• Manage and resolve customer escalations from high-value clients and build C-suite relationships.
• Communicate strategic vision to the team and build processes to deliver desired outcomes.

Requirements

• 5+ years of people management experience, preferably with Strategic or Enterprise accounts.
• Ability to act as a player/coach, motivating others and maintaining high team morale.
• Deep understanding of great customer experience, including specific techniques.
• Proactive thinking to address roadblocks, risks, and issues.
• Ability to travel up to 20% as conditions are safe.
• Must be based in the United States.

Culture & Benefits

• Flexible time off with ample learning and development opportunities and leadership training.
• Comprehensive health and wellness benefits including company-paid medical, dental, and vision (100% employer-paid options) and 401k match.
• Support for all stages of life, including parental leave, fertility services, surrogacy/adoption reimbursement, and pet insurance.
• Inclusive culture that celebrates individuality and uniqueness, encouraging diverse perspectives.