Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing high-value partner relationships within the Service Provider segment to drive product adoption and ROI with an accent on account health, retention, and strategic success planning. Focus on orchestrating cross-departmental initiatives, developing repeatable success playbooks, and advocating for the partner's voice to ensure long-term value realization.

Location: Must be based in the United States (Remote/Hybrid options available).

Salary: $82,000–$124,000

Company

hirify.global is a global software company providing a suite of products for legal and compliance professionals to manage and analyze data.

What you will do

• Build and execute Success Plans to ensure partners achieve expected ROI from their hirify.globalOne subscription.
• Analyze customer usage and account health to proactively identify and mitigate renewal risks or churn.
• Plan and deliver Executive Business Reviews to align with partner and internal leadership on outcomes.
• Develop and pilot new repeatable playbooks and best practices for the broader CSM organization.
• Project manage complex initiatives, such as onboarding new products or enabling non-standard use cases.
• Represent the partner's voice internally to foster a company-wide culture of customer success.

Requirements

• Must be based in the United States.
• 7+ years of customer-facing support experience in the software industry.
• 5+ years of litigation support experience (hirify.global Administrator experience preferred).
• Proven success independently managing complex projects.
• Excellent business writing and presentation skills.
• Expertise in managing key accounts within the software technology sector.

Culture & Benefits

• Competitive base salary with annual performance bonus and long-term incentives.
• Collaborative team environment focused on innovation and change management.
• Opportunity to influence company-wide processes and success motions.
• Commitment to fair and equitable compensation practices.