Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager (SaaS): Own and manage a strategic book of business for highest-value accounts with an accent on retention, expansion, and long-term customer value. Focus on building stakeholder relationships, driving product adoption, analyzing usage data, and mitigating churn risks through proactive strategies.

Location: Fully and permanently remote from anywhere in the U.S.

Company

hirify.global is a leading data privacy platform that helps organizations comply with GDPR, CCPA, and global privacy regulations through consent management and vendor risk monitoring.

What you will do

• Own end-to-end management of strategic accounts as primary contact for executives, business, and technical stakeholders.
• Drive retention and expansion by monitoring health signals, engagement, and sentiment to mitigate churn risks.
• Build relationships, promote product adoption, and guide customers to define success criteria and realize value.
• Analyze product usage data to inform strategies, identify trends, risks, and opportunities.
• Maintain forecasting, account planning, and success metrics while collaborating cross-functionally with Sales, Product, and Support.
• Act as voice of the customer to surface feedback for product and process improvements.

Requirements

• 5+ years in Customer Success or Account Management in SaaS with experience owning retention/expansion metrics (GRR, NRR, churn).
• Proficiency in CRM systems (preferably HubSpot) and SaaS metrics, customer health indicators.
• Ability to interpret product usage data and customer signals to drive outcomes.
• Experience with tools like Gong, Loom for communication and insights.
• Strong technical acumen for SaaS products, integrations, workflows.
• Familiarity with AI tools (e.g., ChatGPT, Claude).

Nice to have

• Strong interest in AI tools, prompting, automation, experimentation.
• Experience with Customer Success platforms (Gainsight, Vitally).
• Data analysis, reporting, or customer insights tools experience.
• Customer journey mapping or lifecycle design.

Culture & Benefits

• Unlimited PTO with requirement to take at least two weeks off per year.
• 100% individual premiums and 50% dependent premiums for Medical, Dental, Vision via Aetna.
• Paid parental leave, Best Place for Working Parents recognition.
• Fully remote in U.S. with MacBook and $600 home workspace stipend.
• Annual company trip, mental health benefits with mindfulness and therapy services.
• Training program, career paths, privacy certification opportunities, equity.