Senior Customer Success Manager (EdTech)

TL;DR

Senior Customer Success Manager (EdTech): Managing strategic enterprise accounts to drive retention and expansion with an accent on executive relationship management and CS function architecture. Focus on building scalable playbooks, improving NDR/GDR metrics, and leveraging AI to scale high-touch engagement.

Location: Must be based in the US

Company

hirify.global is a global visual workspace for innovation that enables distributed teams to brainstorm, design products, and collaborate on an infinite canvas.

What you will do

• Own a portfolio of strategic enterprise accounts (e.g., Microsoft, Google, McKinsey), serving as a trusted advisor to VP and C-suite product leaders.
• Drive commercial success by proactively improving retention (NDR/GDR) and identifying expansion opportunities.
• Architect the Customer Success function from the ground up by developing playbooks, health scoring models, and onboarding frameworks.
• Act as a critical feedback loop between strategic customers and internal Sales, Product, and Marketing teams to influence the product roadmap.
• Partner with Enterprise Sales leadership on go-to-market strategy and renewal negotiations.
• Leverage AI and automation to build workflows that enable high-touch engagement at scale.

Requirements

• 5+ years of enterprise CSM or strategic account management experience in B2B SaaS.
• Direct ownership of GDR and NDR metrics with a proven track record of improving retention.
• Experience building CS processes and playbooks as an early or founding team member in ambiguous environments.
• Executive presence and communication skills capable of commanding conversations with C-level stakeholders.
• Data-driven approach using health signals and usage metrics to make proactive account decisions.
• AI fluency and an automation mindset to increase operational efficiency.

Culture & Benefits

• Global benefits package including equity and an annual Learning & Development stipend.
• Wellbeing benefits and a WFH equipment allowance.
• Collaborative and inclusive environment focusing on diversity and belonging.
• Opportunity to join a high-impact team at the intersection of world-class education and AI tooling.