Senior Customer Success Manager (West Coast)

TL;DR

Senior Customer Success Manager (West Coast, Customer Experience AI): Driving solution adoption, customer retention, and process change for contact center AI platform with an accent on change management, executive relationships, project management, and training. Focus on monitoring customer health, conducting Quarterly Business Reviews, advocating for customer needs, and collaborating to solve pain points in a fast-moving startup.

Location: Remote-US (West Coast)

Salary: $135,000–$158,000 per annum

Company

hirify.global is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to optimize contact centers with AI agents, copilots, and conversation intelligence.

What you will do

• Drive process change and product adoption through change management, executive relationships, project management, and training.
• Monitor customer health across the journey and take data-driven actions.
• Conduct Quarterly Business Reviews at executive level to demonstrate value.
• Champion customer retention and partner on upsells with Account Managers.
• Advocate for customer needs and educate on new features.
• Collaborate internally and externally to solve customer pain points and scale Customer Success.

Requirements

• 5+ years owning clients as CSM for SaaS solutions with proven value add.
• Experience uncovering business needs and aligning SaaS usage to them.
• Knowledge of SaaS business models, customer success methodologies, and lifecycle management.
• Strong communication, presentation, interpersonal, organizational, and project management skills.
• Data-driven and process-oriented with examples of improving product/process/people.
• Eager to learn, experiment, and take calculated risks.

Nice to have

• Prior experience in SaaS, technology, or high-growth environments.
• Experience managing or configuring legal technology tools (CLM, analytics, e-signature).

Culture & Benefits

• Competitive compensation with equity, performance incentives.
• Comprehensive medical, dental, vision insurance for employees and dependents.
• Unlimited flexible PTO, 10 holidays, Winter Break, paid parental leave.
• 401(k) plan, quarterly lifestyle spending account, monthly mobile/internet stipend.
• Pre-tax commuter benefits, autonomy in scaling GenAI platform.