Manager, Customer Success (AI GRC)

TL;DR

Manager, Customer Success (AI GRC): Leading and coaching a team of Customer Success Managers, focusing on the health, retention, and growth of mid-market and international segments with an accent on scalable engagement models and measurable customer outcomes. Focus on bridging high-level strategy with tactical execution, ensuring customers navigate the complexities of GRC and translate them into solutions in Risk Cloud.

Location: Must be based in Chicago

Salary: $115,000 - $140,000 per year + variable + equity + benefits

Company

hirify.global® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value.

What you will do

• Manage a team of CSMs, providing consistent coaching, professional development, and performance management.
• Refine the customer journey for mid-market and international accounts, focusing on scalable engagement models that drive measurable customer outcomes.
• Own the expansion and Gross Dollar Retention (GDR) targets for your segment and partner with Sales to identify expansion opportunities.
• Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations.
• Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap based on customer segment needs.
• Serve as a senior point of contact for your team’s accounts, helping to resolve complex issues and reinforce the strategic partnership.

Requirements

• 5+ years in Customer Success within the SaaS industry; at least 2 years in a formal leadership or team-lead capacity.
• Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred.
• Experience managing or working with international accounts (EMEA/APAC) and understanding the complexities of global compliance standards (GDPR, ISO, etc.) is preferred but not required.
• Proficient in CS tools (e.g., Planhat) and Salesforce to track health scores and forecast renewals, churn, and expansion.
• Ability to explain complex risk management concepts to both technical admins and C-suite stakeholders.
• Role must be based in Chicago

Culture & Benefits

• Hybrid workplace allows for flexibility aligned to role responsibilities and exceptional customer delivery.
• Competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits.
• Generous PTO, Annual Company Holidays, Health Days, and Summer Fridays.
• Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
• Inclusive work environment where all employees’ differences are celebrated and everyone is encouraged to bring their authentic selves to work.
• Paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.