Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing relationships with large, complex enterprise customers to drive retention, adoption, and business value with an accent on executive alignment and strategic planning. Focus on translating complex technical concepts into actionable outcomes and mobilizing cross-functional teams to ensure customer success.

Location: Must be based in the US (specifically Illinois, Minnesota, Ohio, or Tennessee). This is a hybrid role requiring travel up to 35%.

Salary: $151,000 – $207,900 USD (OTE)

Company

hirify.global is a leading identity and access management provider, securing digital identities for organizations worldwide.

What you will do

• Develop and nurture strong C-Level relationships to ensure customer retention and ROI.
• Design and execute proactive success plans and Strategic Business Reviews (SBRs).
• Mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations.
• Represent the customer's voice internally to drive continuous product improvement.
• Identify and communicate new product features, specifically focusing on agentic AI capabilities.
• Manage renewal risks and proactively identify expansion opportunities.

Requirements

• 5+ years of experience in customer success, account management, or consulting for large, complex enterprises.
• Experience working with a SaaS-based technical enterprise product.
• Exceptional presentation and communication skills for engaging with C-level executives.
• Strong analytical skills and ability to align technical goals with business value.
• Ability to travel up to 35%.

Nice to have

• Experience in enterprise security tools.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible spending accounts (HSA/FSA).
• Paid leave including PTO and parental leave.
• Immersive in-person onboarding experience.