Upmarket Customer Success Manager

TL;DR

Upmarket Customer Success Manager (eCommerce/MarTech): Own end-to-end customer relationships post-onboarding through renewal, developing success plans aligned with business goals and driving measurable outcomes with an accent on strategic consulting and expansion. Focus on tracking adoption metrics, leading QBRs, building multi-threaded relationships, and collaborating cross-functionally to influence product roadmap and resolve escalations.

Location: New York (Hybrid)

Salary: $100,000–120,000 + variable compensation

Company

hirify.global leads AI-powered Reviews and Loyalty solutions helping eCommerce brands build trust, increase conversions, and drive growth through omnichannel experiences.

What you will do

• Own customer relationships post-onboarding through renewal, creating tailored success plans aligned with business goals.
• Deliver consultant-level strategies based on customer goals, challenges, and opportunities.
• Partner with Account Managers on retention, expansion, and revenue forecasting.
• Track adoption and performance metrics, manage risks, and lead resolution strategies.
• Lead strategic QBRs and executive conversations aligning hirify.global's roadmap to customer objectives.
• Build multi-threaded relationships across enterprise stakeholders and collaborate cross-functionally with Product, Sales, Marketing, and R&D.
• Handle escalations, advocate for customer needs, and influence product innovation.

Requirements

• 3-5 years of CS or Account Management experience (ideally from MarTech)
• Strategic advisor skilled in complex relationships and C-suite engagement.
• Analytical and data-driven with commercial savvy on renewal, retention, and expansion.
• Exceptional communicator, storyteller, and presenter.
• Solutions-oriented with strong problem-solving, organization, and project management skills.

Culture & Benefits

• 100% coverage of employee medical, dental, and vision premiums; 90% for dependents.
• Comprehensive life/disability insurance, 401K matching, pre-tax commuter/healthcare benefits, Dependent Care FSA.
• Flexible Time Off, sick time, paid holidays, paid parental leave.
• Equity options, individualized career development, wellness/philanthropic programs.
• Hybrid work capacity, team events, fireside chats, celebrations, affinity groups.
• Employee-centric culture recognized on Best Places to Work lists in NYC and Austin.