Customer Success Team Lead (Digital Team)

Location: Cleveland, Ohio; requires at least 4 days onsite per week in the Cleveland office.

Company

hirify.global provides digital marketing technology and employs more than 400 people across 7 global offices.

What you will do

• Lead the Digital Customer Success team while acting as a hands-on customer advocate.
• Manage a personal book of approximately 20 accounts and provide high-touch strategic guidance.
• Build customer relationships, understand business goals, and support implementation, adoption, and ongoing support.
• Coach and develop Customer Success Managers and help them strengthen customer relationships and outcomes.
• Guide account strategies, escalations, key customer moments, and high-impact conversations.
• Set goals, review account books and KPIs, and collaborate cross-functionally to turn customer insights into action.

Requirements

• 4+ years of client management experience and 2+ years in a performance management or people leadership role.
• Bachelor’s degree required.
• Experience managing a book of business while developing talent, coaching teams, and driving strong customer outcomes.
• Excellent communication, storytelling, and problem-solving skills, with the ability to tailor messaging for executives, marketers, and technical stakeholders.
• Strong understanding of digital marketing, SEO, or analytics, ideally within a SaaS or technology environment.
• Data-driven approach to solving customer challenges.

Culture & Benefits

• Collaborative, curious, and supportive work environment.
• Medical, dental, and vision insurance with multiple package options.
• 15–23 days of paid time off depending on tenure, plus 10 paid holidays.
• Pet insurance and a pre-tax commuter benefit plan with company contribution.
• No- or low-cost therapy and professional coaching sessions through Spring Health.
• 4–6 weeks of fully paid parental leave.