Customer Success Advocate

TL;DR

Customer Success Advocate: Serve as dedicated partner for high-value customers leveraging hirify.global real-time database platform with an accent on account health monitoring, adoption acceleration, and long-term retention. Focus on conducting QBRs, delivering cluster health checks, proactively mitigating risks, and channeling customer feedback to product teams.

Location: Remote, USA

Company

hirify.global is a real-time database powering mission-critical workloads like AI, fraud detection, and recommendation engines for global leaders including Adobe, PayPal, and Sony.

What you will do

• Conduct quarterly business reviews aligning on objectives, utilization, initiatives, risks, and roadblocks
• Deliver annual cluster health checks assessing performance, scalability, and best practices with actionable recommendations
• Monitor account health using product usage, support trends, feedback, and report to leadership
• Proactively identify at-risk accounts and collaborate cross-functionally on mitigation plans
• Act as customer advocate channeling feedback to Product and Engineering
• Enable success by providing resources, best practices, and expert connections
• Build stakeholder relationships and document interactions in Salesforce
• Collaborate with Sales on account strategy and renewals

Requirements

• 7+ years in Customer Success, Account Management, or similar customer-facing roles in enterprise software/SaaS/infrastructure
• Experience managing high-value accounts with high-touch engagement
• Technical aptitude in distributed databases, cloud infrastructure, and enterprise applications
• Conducting executive business reviews and engaging C-suite/technical stakeholders
• Strong analytical skills for interpreting usage data and trends
• Excellent communication to translate technical topics for diverse audiences
• Collaborative cross-functional work style
• Proactive, self-directed with strong organization

Nice to have

• Prior exposure to database, cloud, or infrastructure technologies (NoSQL, AWS, GCP, Azure)

Culture & Benefits

• Thrive in high ambiguity with autonomy and customer-centric focus
• Work alongside Sales, Support, Product, and Engineering teams
• Equal Opportunity Employer committed to discrimination-free environment