Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Manage and grow a portfolio of enterprise clients using an AI-native employee experience platform with an accent on client retention, satisfaction, and revenue growth. Focus on building trusted advisor relationships, leveraging analytics for adoption improvement, and ensuring successful renewals.

Location: Hybrid in the United States, offices in New York, MA, NJ, GA, FL, TX, IL, OH

Company

hirify.global is a leading AI-native employee experience platform provider recognized by Gartner, Forrester, and IDC, serving large enterprises globally.

What you will do

• Serve as primary contact and trusted advisor for a portfolio of enterprise customers across varied industries.
• Establish and measure critical goals and KPIs to ensure customer success and product adoption.
• Use analytics and measurement tools to identify and implement improvements in product usage.
• Conduct regular business reviews to ensure ROI and evolving platform objectives.
• Identify renewal risks and collaborate internally to secure successful contract renewals.
• Educate customers on new features and support their implementation.

Requirements

• Location: Must be based in the United States with hybrid work from office locations including New York and other states listed.
• 7+ years in Customer Success, Account or Partnership Management roles.
• Experience managing portfolios with $2M+ ARR and large multinational organizations.
• Proven SaaS environment experience and familiarity with digital workplace platforms.
• Proficiency with customer success tools such as Planhat, Salesforce, Gong, Microsoft Office, and Miro.
• Strong organizational skills, ability to multitask, work independently, and under pressure.
• English proficiency at least B2 level; German language skills are a plus.

Culture & Benefits

• Hybrid work model with flexible hours supporting work-life balance.
• Modern office spaces with amenities including parking and pet-friendly policy.
• Competitive salary with commission plan and comprehensive benefits including medical, dental, vision, and 401(k) with 5% match.
• Generous paid time off including vacation, sick days, volunteer day, and birthday off.
• Commitment to sustainability with paid volunteer day and charity donation matching.