Customer Success Manager II, Enterprise

TL;DR

Customer Success Manager II, Enterprise: Driving renewals, retention, and net retention for enterprise customers on the hirify.global customer engagement platform with an accent on building Success Plans, feature adoption, and proactive account health analysis. Focus on managing complex accounts with multiple stakeholders, coordinating cross-functional support, and translating customer product feedback into product development inputs.

Location: San Francisco

Salary: $94,620 - $102,000/year (start of employment); OTE: $114,275 - $120,000/year

Company

hirify.global is a customer engagement platform that helps brands deliver personalized experiences and drive value using composable intelligence and AI.

What you will do

• Partner with Account Executives to align commercially and drive client renewals, retention, and net retention targets.
• Serve as the main point of contact and trusted advisor for enterprise customers.
• Build shared Success Plans to guide feature adoption with strategic guidance, enablement, and day-to-day advice.
• Proactively analyze customer product usage to identify opportunities, risks, and account health signals.
• Maintain ongoing customer engagement through check-ins, events, and Executive Business Reviews.
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support; transition clients from onboarding to ongoing activity.

Requirements

• 2–5 years of relevant experience in onboarding, customer success, implementations, or project management.
• Proven track record managing complex enterprise accounts or projects with multiple stakeholders and competing priorities.
• Excellent written and verbal communication skills with strong follow-up.
• Experience driving renewals/retention outcomes and managing customer success activities.
• Domain knowledge of two or more: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML etc.).
• Ability to spend time onsite with customers and travel internationally.

Culture & Benefits

• Benefits vary by location; includes comprehensive medical, dental, vision, life, and disability coverage.
• Flexible paid time off and retirement/employee stock purchase plans.
• Professional development with formal career pathing, learning platforms, and a yearly learning stipend.
• Equity grants (RSUs) as part of Total Rewards for full- and part-time employees.
• Hybrid ways of working and an in-office employee experience designed to foster community.

Hiring process

• Interviews to assess customer success experience, communication, and ability to manage enterprise accounts.
• Offer includes location-specific compensation and benefits details.