Senior Digital Customer Success Manager (SaaS)

TL;DR

Senior Digital Customer Success Manager (SaaS): Managing customer health and adoption in a high-volume, AI-assisted environment with an accent on data-driven risk mitigation and proactive engagement. Focus on stabilizing at-risk accounts, optimizing customer outcomes through Gainsight workflows, and collaborating cross-functionally to drive retention at scale.

Location: Must be based in the United States (Headquarters: Austin, Texas).

Salary: $76,400 – $128,856 USD (for US-based employees).

Company

hirify.global is a leader in identity security, providing innovative enterprise software solutions that help organizations manage and secure access to their digital assets.

What you will do

• Monitor inbound customer inquiries and respond with clarity and empathy via shared inboxes and Gainsight.
• Take ownership of at-risk accounts identified through AI signals and health metrics to stabilize and restore account health.
• Recommend actionable solutions and resources based on customer maturity and specific pain points.
• Leverage data dashboards and AI insights to identify trends and trigger proactive outreach campaigns.
• Partner with Sales, Renewals, and Support teams to align on customer health and renewal strategies.
• Contribute to large-scale outreach programs, including webinars and messaging efforts.

Requirements

• 5-7 years of experience in a Customer Success Manager role.
• Proven ability to write concise, empathetic, and technically accurate communications.
• Experience thriving in data-driven environments using tools like Gainsight, Salesforce, and AI assistants.
• Strong problem-solving skills with the ability to mediate tension and guide customers toward successful outcomes.
• Must be eligible to work in the United States.
• Ability to quickly absorb and translate complex product knowledge into actionable guidance.

Nice to have

• Experience with SaaS security or identity governance environments.
• Background in managing complex enterprise software accounts.

Culture & Benefits

• Comprehensive health and wellness coverage including medical, dental, and vision insurance.
• Financial security through a 401(k) plan with company matching and HSA contributions.
• Flexible vacation policy and 8 paid holidays annually.
• Paid parental leave and comprehensive disability/life protection.
• Supportive team environment that values creativity, responsiveness, and humor.
• Access to Employee Assistance Programs and voluntary benefits like legal and pet insurance.