Manager, Customer Success

TL;DR

Manager, Customer Success (SaaS/Cybersecurity): Leading and mentoring a team of Customer Success Managers to drive product adoption, retention, and growth for high-value clients with an accent on strategic planning, customer health analysis, and cross-functional collaboration. Focus on optimizing customer success processes, managing renewals, and scaling operational excellence in a fast-paced environment.

Location: Must be based in or able to work from Boston, MA (Hybrid)

Company

hirify.global is a global leader in proactive privacy protection and SaaS-based personal data removal, helping enterprises and individuals reduce human-centric cybersecurity risks.

What you will do

• Manage, coach, and develop a high-performing team of Customer Success Managers through regular mentorship and performance planning.
• Refine customer success strategies, including segmentation, engagement models, and the implementation of success metrics.
• Analyze customer health data to drive proactive intervention strategies and maximize retention.
• Oversee renewals and expansion opportunities in close collaboration with the Sales team.
• Act as an escalation point for critical issues and conduct executive business reviews.
• Synthesize customer feedback to inform product development and overall company strategy.

Requirements

• Minimum 5+ years of experience in Customer Success or Account Management.
• Minimum 2+ years of experience in a leadership or management role.
• Proven track record of building and executing customer success strategies.
• Proficiency in using CRM platforms and Customer Success software.
• Deep understanding of industries impacted by data exposure such as cybersecurity or executive protection.
• Strong analytical and problem-solving skills with the ability to distill complex data into clear insights.

Culture & Benefits

• Comprehensive health benefits including medical, vision, and dental.
• Generous 401k matching program up to 6%.
• Flexible work schedule with a focus on work-life balance.
• Generous leave policy including 20 days PTO, 15 sick days, and 12 company holidays.
• Additional perks like childcare expense reimbursement and fitness/cell phone stipends.
• Supportive team environment dedicated to consumer privacy and cybersecurity excellence.