Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of strategic enterprise customers to drive adoption and retention using the DEX Methodology with an accent on value tracking and executive relationship management. Focus on orchestrating cross-functional alignment between Sales and Product teams, driving on-time renewals, and identifying expansion opportunities.

Location: Hybrid (US). Must be based in the US and available for 25-50% travel within the US and occasionally internationally.

Salary: $109,000 – $169,000

Company

hirify.global is the leader in digital employee experience (DEX) management software, providing IT leaders with visibility to proactively optimize employee digital experiences.

What you will do

• Own and execute comprehensive success plans for up to 20 strategic enterprise accounts.
• Act as a Trusted Advisor to CIOs and senior stakeholders, providing industry and market perspectives.
• Define, track, and communicate the tangible value and impact of hirify.global solutions.
• Manage on-time renewals and identify upsell/cross-sell opportunities for services and solutions.
• Conduct DEX workshops and Executive Business Reviews to align on outcomes and progress.
• Collaborate with Product Management, R&D, Sales, and Marketing to voice customer feedback.

Requirements

• 5+ years of experience as a CSM in the software industry with large enterprise SaaS accounts.
• Ability to implement the DEX Methodology focusing on people, process, technology, and value.
• Technical proficiency to learn and explain complex DEX products and IT project lifecycles.
• Experience building rapport and communicating with C-suite executives.
• Fluent English (written and verbal).
• Must be based in the US and available for 25-50% travel within the US.

Nice to have

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

Culture & Benefits

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