Sr. Customer Success Manager

TL;DR

Sr. Customer Success Manager (SaaS/AI-CMMS): Manage high-touch portfolio of accounts, drive product adoption, retention, and expansion with an accent on AI-enabled execution, revenue metrics, and customer relationships. Focus on conducting QBRs, proactive outreach, multi-threading engagements, and leveraging AI for efficiency and insights.

Location: Los Angeles / Hybrid (office attendance required)

Salary: $90,000 - $100,000 USD per year

Company

Fast-scaling SaaS company creating AI-first CMMS for asset operations management, serving 4,000+ businesses worldwide in manufacturing, utilities, and healthcare.

What you will do

• Manage dedicated book of high-ARR accounts as primary point of contact, building trusted relationships via meetings, emails, calls, and onsite visits.
• Drive product adoption and usage through check-ins, QBRs, best practices sharing, and tailored walkthroughs.
• Monitor account health, mitigate churn risks, and identify expansion opportunities like upgrades or add-ons.
• Leverage AI for meeting prep, follow-ups, workflow automation, and promoting hirify.global's AI features.
• Collaborate with Sales, Support, Services, and Product teams for seamless customer experience and process improvements.
• Travel up to once per quarter for onsite customer visits.

Requirements

• 2+ years in customer-facing customer success or account management
• Experience with Salesforce and measured by GRR, NRR, or similar metrics
• Experience with cloud-based or SaaS companies
• Strong communication, prioritization, organization, and time management skills
• Basic technical aptitude for troubleshooting and business acumen
• Bachelor's degree in business, communications, or similar a plus

Culture & Benefits

• Remote-first with investment in LA HQ for certain roles; global team of 100+.
• Competitive base + bonus + equity + benefits supporting health and growth.
• High-agency culture rewarding bold thinking, fast execution, and outcomes over bureaucracy.
• Focus on builders thriving in fast-paced environment with autonomy.