Customer Success Manager II (Retail)

TL;DR

Customer Success Manager II (Retail): Managing world-renowned retail brands to drive renewals, retention, and product adoption with an accent on strategic guidance and customer advocacy. Focus on analyzing product usage to identify account risks, executing shared Success Plans, and coordinating cross-functional technical support.

Location: Must be based in New York City (Hybrid)

Salary: $94,620 - $120,000 per year (OTE)

Company

hirify.global is a leading customer engagement platform that leverages AI to help brands deliver personalized 1:1 customer experiences across multiple channels.

What you will do

• Partner with Account Executives to drive client renewals, retention, and net retention targets.
• Serve as the main point of contact and trusted advisor for high-profile enterprise retail customers.
• Build and execute shared Success Plans to drive feature adoption and achieve client business objectives.
• Proactively analyze product usage data to identify account health risks and growth opportunities.
• Coordinate with Technical Support, Industry Solutions, and Deliverability teams to ensure seamless customer support.
• Synthesize customer feedback to influence and contribute to future product development.

Requirements

• Based in New York City to support a hybrid work model.
• 2-5 years of experience in Customer Success, Onboarding, or Project Management.
• Proven track record of managing complex enterprise accounts with 1,000+ employees.
• Domain knowledge in SaaS, Mobile, APIs, or Marketing Automation.
• Exemplary written and verbal communication skills with strong follow-up abilities.

Nice to have

• Knowledge of HTML or basic programming.
• Experience with Marketing Analytics or Direct Marketing.

Culture & Benefits

• Competitive compensation including equity grants (RSUs).
• Comprehensive medical, dental, vision, life, and disability insurance.
• Flexible paid time off and parental leave.
• Professional development via formal career pathing and a yearly learning stipend.
• Retirement and Employee Stock Purchase Plans.