Principle Customer Success Manager (SaaS)

TL;DR

Principle Customer Success Manager (SaaS): Managing a portfolio of strategic enterprise customers in North America to drive growth and adoption through the DEX Methodology with an accent on value tracking, executive business reviews, and customer retention. Focus on guiding customers along their DEX journey, ensuring on-time renewals, and identifying upsell opportunities to maximize long-term partnership value.

Location: Hybrid (US); requires 25-50% travel within the US

Salary: $109,000 – $169,000

Company

hirify.global is the leader in digital employee experience (DEX) management software, providing IT leaders with insights to proactively diagnose and fix issues impacting employees at scale.

What you will do

• Execute comprehensive customer success plans for up to 20 Enterprise customers, focusing on people, processes, technology, and value.
• Act as a Trusted Advisor to CIO-level stakeholders, providing industry perspectives and solving complex technical challenges.
• Identify, define, and track the overall impact and value of hirify.global solutions for customers.
• Manage and achieve on-time renewals and expansion targets through upsell and cross-sell opportunities.
• Lead DEX workshops and Executive Business Reviews to communicate progress against success plans.
• Collaborate with Product, R&D, and Sales teams to serve as the voice of the customer.

Requirements

• 5+ years of experience as a Customer Success Manager in the software industry with Large Enterprise Accounts and SaaS adoption.
• Ability to drive the DEX Methodology to ensure adoption and value realization.
• Technical savvy to understand IT project delivery lifecycles and digital transformation initiatives.
• Proven ability to build rapport and manage relationships from technical teams up to the C-suite.
• Fluent in English (written and verbal).
• Ability to travel 25-50% within the US.

Nice to have

• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices.

Culture & Benefits

• Hybrid work model balancing office and remote work.
• Unlimited vacation, 11 company-paid holidays, and 3 days for volunteering.
• 100% company-covered health, dental, and vision insurance.
• 401(k) plan with up to 4% immediate company matching.
• Paid parental leave: up to 16 weeks for primary caregivers and 6 weeks for secondary caregivers.
• Free access to professional training platforms.