Principal Customer Success Manager (SaaS)

TL;DR

Principal Customer Success Manager (SaaS): Managing a portfolio of strategic accounts to drive retention, growth, and advocacy with an accent on executive partnerships and ROI delivery. Focus on architecting high-impact customer deliverables, mitigating strategic risks, and mentoring team members to ensure long-term value creation.

Location: Remote (Must be based in the United States of America)

Salary: $155,000 - $165,000 USD annually

Company

hirify.global is an AI-powered retention engine and CustomerOS platform that helps the world's most customer-centric companies orchestrate the entire customer journey.

What you will do

• Lead strategic partnerships for approximately five high-value clients to drive transformative outcomes and exceptional experiences.
• Quantify and strategically communicate measurable ROI and business impact throughout the customer lifecycle.
• Cultivate deep relationships with C-level executives to align hirify.global's solutions with senior executive priorities.
• Architect high-impact deliverables, including strategic process innovations and executive-level strategy recommendations.
• Collaborate with Account Executives to identify cross-sell and upsell opportunities to maximize client value and ensure seamless renewals.
• Provide mentorship and leadership to other CS team members, serving as a resource for industry best practices.

Requirements

• Over 10 years of progressive experience in Customer Success with a proven record of managing strategic accounts.
• Expert-level knowledge of retention, expansion, adoption, and advocacy strategies.
• Extensive experience working with highly complex, enterprise-level technical products.
• Proven ability to engage at the C-level and translate executive priorities into actionable strategic initiatives.
• Strong skills in navigating ambiguity, designing scalable processes, and managing crisis situations.
• Must be based in the USA.

Culture & Benefits

• Comprehensive health coverage with fully covered medical premiums (employee-only), dental, and vision.
• Financial benefits including a 401(k) plan, annual bonus eligibility, and participation in an equity program.
• Focus on well-being with flexible PTO and dedicated "Recharge Holidays" (one long weekend each quarter).
• Support for family planning with a $10,000 lifetime fertility stipend.
• Flexible work environment with remote options and access to coworking spaces globally.