Principal Customer Success Manager (SaaS)

TL;DR

Principal Customer Success Manager (SaaS): Managing strategic relationships for high-value enterprise accounts with an accent on driving measurable business outcomes and customer retention. Focus on establishing success frameworks, mentoring junior CSMs, and influencing the product roadmap through customer feedback.

Location: United States

Salary: $124,500 - $209,804

Company

hirify.global is a leading identity security company providing enterprise-grade solutions to manage and secure digital identities.

What you will do

• Manage executive relationships and success planning for a portfolio of strategic enterprise accounts.
• Define success metrics, drive product adoption, and ensure long-term customer satisfaction and retention.
• Develop and scale best practices, playbooks, and frameworks across the Customer Success organization.
• Collaborate with Product, Sales, Support, and Marketing teams to align solutions with business goals.
• Coach and mentor other CSMs to improve their strategic thinking and customer engagement skills.
• Contribute to product roadmap discussions by providing strategic customer feedback.

Requirements

• 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software.
• Proven track record of managing complex, enterprise-level accounts and delivering business value.
• Exceptional communication, relationship-building, and executive presence skills.
• Ability to lead cross-functional initiatives and influence stakeholders at all levels.
• Must be based in the United States.

Nice to have

• Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms.
• Industry expertise relevant to the company's customer base.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Financial security with a 401(k) Savings and Investment Plan with company matching.
• Flexible vacation policy and paid parental leave.
• Health Savings Account (HSA) with employer contribution.
• Short-term and long-term disability and life insurance coverage.