Customer Success Manager (Retail Tech)

TL;DR

Customer Success Manager (Retail Tech): Managing strategic-level accounts across the Americas to drive adoption and deliver measurable business value with an accent on relationship building and data-driven optimization. Focus on monitoring customer health, identifying growth opportunities, and scaling complex retail IoT solutions.

Location: Must be based in or able to commute to Coppell, TX, USA (Hybrid: 3 days in office, 2 days remote).

Company

hirify.global is a global leader in IoT and data technologies for commerce, dedicated to digitalizing retail to create more efficient and sustainable shopping experiences.

What you will do

• Build and maintain strong relationships with key stakeholders at strategic enterprise accounts.
• Act as the primary point of contact for customer needs, issues, and escalations.
• Drive regular communication cadences, including QBRs and proactive touchpoints.
• Monitor customer health, usage, and engagement to identify risks and opportunities.
• Drive renewals, upsell, and cross-sell initiatives to optimize ROI.
• Represent the voice of the customer internally to improve products and services.

Requirements

• Bilingual proficiency in English and Spanish (verbal and written) is required.
• 3+ years of experience in Customer Success, Account Management, or Professional Services.
• Proven experience supporting strategic or enterprise-level clients.
• Experience with cloud platform services and data management tools (e.g., PowerBI, Tableau).
• Proficiency with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Must be able to travel up to 25% of the time.

Nice to have

• Experience in retail technology or digital transformation solutions.
• BA/BS degree in Business, Data Analytics, Computer Science, or related STEM fields.

Culture & Benefits

• Generous paid time off (35 days PTO).
• Comprehensive health and wellness benefits starting from day one.
• Retirement savings plans.
• Hybrid work model with flexibility to work from anywhere for up to two weeks per year.
• Commute benefits up to $100/month.
• Philanthropic matching program for employee donations.