Strategic Customer Success Manager (SaaS)

TL;DR

Strategic Customer Success Manager (SaaS): Managing long-term relationships with existing customers and channel partners to ensure product value delivery and exceptional user experience. Focus on acting as a trusted business advisor, resolving complex customer issues, and driving upsell opportunities within the Pacific time zone.

Location: Must be based in the United States, with a preference for the Pacific time zone for West Coast coverage.

Salary: $92,000 - $141,000 USD

Company

hirify.global is a growth-stage company disrupting the governance, risk, and compliance software space with an innovative platform that helps compliance professionals streamline their workflows.

What you will do

• Own the end-to-end customer relationship and serve as the primary point of contact for escalations.
• Guide customers through the defined journey to measure and manage value outcomes.
• Develop tactics, objectives, and key results to drive success within your assigned portfolio.
• Partner with account management to identify, prioritize, and close upsell opportunities.
• Collaborate with internal stakeholders to resolve product issues and influence the product roadmap based on customer needs.
• Elevate customer behavior, business needs, and risks to internal leadership.

Requirements

• 5+ years of experience delivering success to end-users in a SaaS/Technology environment.
• Must be based in the United States, with a preference for the Pacific time zone.
• Proven ability to operate with significant autonomy in complex and ambiguous situations.
• Strong communication and problem-solving skills.
• Bachelor’s degree preferred.

Nice to have

• Familiarity with InfoSec or regulatory compliance.

Culture & Benefits

• Comprehensive health coverage for medical, dental, and vision for employees and dependents.
• 401K with 4% company match and immediate vesting.
• Unlimited PTO and two company-wide rest weeks per year.
• 12 weeks of parental leave.
• $500 home office stipend and $100 quarterly wellness stipend.
• Annual in-person company events and quarterly connects.

Hiring process

• Talent acquisition screening.
• Interview with the Sr. Manager of Customer Success.
• Interview with the Director of Professional Services.
• Interview with an Enterprise Customer Success Manager.