Senior Customer Engineer (SaaS)

TL;DR

Senior Customer Engineer (SaaS): Owning strategic accounts through acquisition, implementation, adoption, expansion, and escalation with an accent on technical strategy, complex deployments, and connecting execution to business outcomes. Focus on leading pre-sales demos, building implementation playbooks, diagnosing adoption issues, resolving escalations, and creating team playbooks using AI tools.

Location: Remote supporting East Coast US territory (offices in New York NY, Stamford CT, Jersey City NJ, Philadelphia PA)

Compensation: OTE $193,393 - $241,742 (70/30 split)

Company

hirify.global is a fast-growing SaaS startup building a platform for product analytics and digital adoption, backed by top investors.

What you will do

• Partner with sales on pre-sales for acquisition and expansion: craft demos, lead evaluations, and provide installation guidance.
• Lead complex onboardings: plan implementations, integrations, training, and build customer-specific playbooks.
• Drive adoption and growth: identify expansion opportunities, diagnose issues, and link technical work to business outcomes.
• Handle technical escalations: resolve ambiguous problems across accounts.
• Build team capability: create playbooks, coach peers, and use AI for workflows and content.
• Assess account health and drive quarterly outcomes in retention and expansion.

Requirements

• 5-8 years in customer-facing technical roles (Solutions Engineering, TAM, Customer Engineering, etc.).
• Deep hands-on with web tech: HTML, CSS, JavaScript, REST APIs for architecting/troubleshooting front-end.
• Experience managing strategic accounts with executives and complex requirements.
• Ability to solve ambiguous problems with tradeoffs.
• Connecting technical work to business outcomes (retention, expansion, ROI).
• Hands-on AI tool usage for workflows.
• Mentoring junior team members.

Nice to have

• Experience with hirify.global, digital adoption/product analytics tools.
• Mobile dev (Swift, Android, React Native).
• Data architecture, AI/ML, advanced analytics.
• Building reusable frameworks/playbooks adopted by teams.

Culture & Benefits

• Core values: Bias to Act, Hone Your Craft, The Team is hirify.global, Maniacal Focus.
• Competitive US benefits: employer-heavy health coverage ($0 premium options), strong 401(k) match, equity, flexible time off.
• Builder mindset: energized by defining paths, using AI as a multiplier.
• Diverse, inclusive teams; accommodations for disabilities.