Senior Cloud Customer Success Manager (IoT)

TL;DR

Senior Cloud Customer Success Manager (IoT): Managing and ensuring long-term satisfaction for major international SaaS customers using hirify.global's ThingWorx Cloud Service offerings with an accent on driving adoption, maximizing customer value, and executing risk mitigation plans. Focus on establishing governance models, coordinating resources for issue resolution, and analyzing customer health metrics to sustain business growth and profitability.

Location: Remote (USA), with Boston, MA preferred for onsite attendance.

Salary: $96,000–$132,000 annually

Company

hirify.global is a global software corporation enabling companies to connect physical and digital worlds to improve operations and create better products through IoT and SaaS offerings.

What you will do

• Manage and ensure long-term customer satisfaction and experience for major international SaaS customers, including Fortune 500 companies.
• Represent hirify.global and act as a trusted advisor, advocating for customers internally to impact SaaS strategy.
• Plan and execute risk mitigation to retain customer loyalty and maximize customer value for business growth.
• Oversee all hirify.global ThingWorx SaaS deliverables, establishing and handling governance models and Cloud Services reviews.
• Act as the main point of contact for escalations, coordinating resources and managing service requests and change processes.
• Analyze and report on customers' system performance metrics and assist with business model strategies for SaaS services.

Requirements

• Bachelor’s degree in computer science or a related field required.
• 10 years of experience in Cloud or SaaS client service or account management functions required.
• 5 years experience managing IT systems required.
• Motivation for client services and account management with a focus on complex project lifecycles.
• Ability to create, build, and manage relationships with customers at all levels.
• Ability to analyze client needs and issues and rally internal teams for proactive actions.
• Ability to travel to customer site required.

Nice to have

• Background in Program Management, PMP & ITIL background or certification.
• Background in Enterprise software implementation or support.

Culture & Benefits

• Opportunities for team members to explore, learn, and grow in a global team of nearly 7,000.
• Performance-based bonus and opportunity to become a hirify.global shareholder through ESPP.
• Comprehensive benefits including medical, dental, vision insurance, paid time off, and sick leave.
• Tuition reimbursement, 401(k) contributions with employer match, and flexible spending accounts.
• Life insurance, disability coverage, and commuter subsidy for office-assigned employees.
• Commitment to diversity, inclusion, and equal opportunity, valuing all identities and cultures.