Senior Manager of Customer Success

TL;DR

Senior Manager of Customer Success: Lead hirify.global’s Enterprise Customer Success team to drive customer retention, growth, and long-term success with an accent on executive-level relationship building, renewal forecasting, and measurable NRR outcomes. Focus on designing and scaling enterprise customer journey best practices, managing escalations, and partnering with Product and Engineering to prioritize enterprise requests.

Company

hirify.global builds an all-in-one HR, payroll, and hiring platform for managing the hourly workforce.

What you will do

• Ensure enterprise customers launch successfully, drive product adoption, and achieve 130%+ Annualized Net Revenue Retention (NRR).
• Build and lead a consultative Enterprise Customer Success team by capturing success criteria, maintaining healthy utilization, and developing key customer relationships.
• Recruit, coach, and direct Customer Success Managers; run weekly check-ins, quarterly feedback, account planning, and reproducible processes.
• Define and manage OKRs; own performance metrics, renewal forecast, and customer retention outcomes with regular executive updates.
• Serve as the first escalation point for enterprise customers and handle escalations and negotiations with direct reports.
• Partner with Product, Engineering, and Sales to prioritize enterprise requests and identify upsell/expansion opportunities.

Requirements

• 6+ years of customer success and/or account management experience.
• 4+ years of managerial experience leading a customer-facing team.
• Proven ability to exceed performance goals through coaching, development, and people management.
• Experience forecasting and owning renewal numbers; strong ability to influence via buy-in, negotiation, and consensus-building.
• Ability to present strategy, insights, and quarterly progress updates to senior stakeholders, including compelling on-site presentations to C-level executives.
• Travel up to 15% to visit customers and team members.

Culture & Benefits

• Hybrid Office/WFH schedule.
• Comprehensive health coverage (hirify.global pays 95% of employee premiums and 85% for dependents).
• 401K plan, pre-tax commuter benefits, learning/development stipend, and flexible PTO.
• Competitive salary and equity; in-office amenities and a stocked kitchen.

Hiring process

• Interviews focused on customer success leadership, forecasting/retention ownership, and executive stakeholder management.
• Discussion of team leadership approach, enterprise customer journey best practices, and cross-functional collaboration with Product/Engineering.

Location: Lehi, Utah

Salary: $130,000–$150,000 base (Utah)