Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (WordPress/SaaS): Develop and execute comprehensive account strategies for high-value customers with an accent on partnership management, revenue retention, and growth. Focus on strategic planning, monitoring account health, identifying expansion opportunities, and managing renewals and price increases.

Location: WFH in Austin TX, Kentucky, Connecticut, Michigan, or New Hampshire (US states only)

Salary: $84,000 - $126,000

Company

hirify.global is a global technology company providing premium enterprise-grade WordPress platforms, tools, and services to 1.5 million customers across 150+ countries.

What you will do

• Cultivate executive-level partnerships and act as the primary point of contact for high-value accounts, coordinating with internal teams.
• Develop and implement strategic account plans, conduct business reviews, and identify upselling/cross-selling opportunities.
• Proactively monitor account health, usage patterns, and churn risks through regular check-ins and CRM documentation.
• Own retention and renewal lifecycle for Enterprise & Mid-Market accounts, negotiating terms to meet gross retention targets.
• Collaborate with sales to close expansions and manage price increases during renewals to achieve net retention goals.
• Triage and resolve complex issues by coordinating with support and TAM teams.

Requirements

• Bachelor's degree in business-related field
• Five+ years in account or customer success management with proven revenue/growth track record
• Demonstrated ability to build long-lasting high-level customer partnerships
• Exceptional communication, presentation, and negotiation skills
• Strong business acumen and industry understanding
• Proficiency with CRM software (e.g., Salesforce, Gainsight)
• Ability to travel for internal/customer meetings and events

Culture & Benefits

• Company stock options for all employees
• Comprehensive health benefits including medical, dental, vision, HSA contribution, fertility benefits, and paid family leave
• 401(k) with 4% match and disability insurance
• Generous vacation, 4 wellness days, 1 floating holiday
• $500 home office setup payment, mental health support (Calm subscription, EAP), pet insurance
• Ongoing education via LinkedIn Learning, Workday Learning, and career growth portal