Senior Customer Engineer (SaaS)

TL;DR

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

Location: Raleigh, NC / Atlanta, GA / Miami, FL / Remote supporting South East territory

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

Company

hirify.global is a fast-growing SaaS startup providing product analytics and digital adoption platforms to improve user experiences with software.

What you will do

• Partner with Account Directors on pre-sales for new acquisitions and expansions, delivering tailored demos and technical evaluations.
• Lead onboarding and implementations for strategic customers, building playbooks and ensuring value realization.
• Drive adoption and growth by identifying opportunities and diagnosing root causes for stalled usage.
• Handle technical escalations, resolving complex problems independently.
• Build team capabilities through playbooks, coaching, and AI-accelerated workflows.
• Assess account health and drive quarterly business outcomes like retention and expansion.

Requirements

• 5-8 years in customer-facing technical roles like Solutions Engineering or Technical Account Management
• Deep hands-on experience with HTML, CSS, JavaScript, REST APIs for architecting and troubleshooting front-end implementations
• Proven management of strategic accounts with executive stakeholders
• Ability to solve ambiguous problems with multiple variables
• Experience linking technical work to business outcomes like ROI and retention
• Hands-on AI tool usage integrated into daily work
• Experience mentoring junior team members

Nice to have

• Experience with hirify.global, digital adoption platforms, or product analytics
• Mobile app development (Swift, Android, React Native)
• Familiarity with data architecture, AI/ML, or advanced analytics
• Building reusable frameworks or playbooks adopted by teams

Culture & Benefits

• Core values: Bias to Act, Hone Your Craft, The Team is hirify.global, Maniacal Focus
• Competitive US benefits with $0 premium health options, strong 401(k) match, equity
• Flexible time off
• Remote work