Customer Success Manager

TL;DR

Customer Success Manager: Developing and maintaining customer relationships through effective adoption of our software to achieve customer retention, renewals, and upsell goals with an accent on understanding customer business, strategic goals, and requirements. Focus on demonstrating value-delivered outcomes and proactively providing value by keeping customers updated on initiatives and industry trends.

Location: Onsite in Manila, Philippines

Company

hirify.global is a people-first company focused on enriching lives and helping customers accelerate business transformation with simple, powerful, and secure solutions.

What you will do

• Support and educate customers about hirify.global products to ensure revenue retention and identify opportunities to expand adoption.
• Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes.
• Conduct discussions and reviews with customers, developing an in-depth understanding of their environments and potential challenges.
• Proactively provide value by keeping customers updated on strategic initiatives, industry trends, new features, or security fixes.
• Provide operational support to customers during escalations by working with internal functions to ensure satisfactory resolution.
• Become the voice of our customers within hirify.global, sharing their opinions with Product Management and Engineering teams.

Requirements

• Minimum 5+ years of relevant working experience in a customer-facing IT role (e.g., Customer Success Manager, Technical Account Manager).
• Strong understanding of networking and security products and enterprise network infrastructure.
• Working knowledge of SQL Server.
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP).
• General understanding of cloud concepts.
• Experience with CRM and/or ERP systems (Salesforce, NetSuite, Gainsight).
• Strong customer service, project management, risk management, critical thinking, problem-solving, communication, and presentation skills.

Nice to have

• Advanced-level knowledge or certifications in IT technologies (database, networking, security).
• Bachelor’s Degree in Computer Science, Computer Engineering or equivalent industry certifications.
• Experience with hirify.global products.
• Industry-recognized CSM and project management certifications.
• Hands-on experience with network troubleshooting tools (Wireshark, Fiddler).
• Experience in information security or the information infrastructure industry.
• Understanding of various routing and switching architectures (Cisco, Juniper).
• Hands-on cloud experience and cloud certifications.

Culture & Benefits

• People-first company focused on enriching employees, customers, shareholders, partners, and communities.
• Work in an innovative, fast-paced environment that is collaborative, accountable, ready, and empathetic.
• Opportunity to build your career with an exceptional team.
• hirify.global is an Equal Employment Opportunity Employer.