Customer Success Manager

TL;DR

Customer Success Manager (CRM/EdTech): Own customer outcomes across onboarding, pilot adoption, and renewals with an accent on driving first value (“aha moment”), measurable success metrics, and cross-functional execution across Sales, Product, Support, and Professional Development. Focus on building structured pilot frameworks, monitoring usage signals to manage risk, and coordinating executive-level relationships to enable expansion and long-term retention.

Location: New York or San Francisco (Hybrid)

Salary: $100,000 - 130,000 base + meaningful equity

Company

hirify.global uses AI to help teachers deliver personalized learning at scale.

What you will do

• Partner with Sales on pre-sales conversations and late-stage handoffs; build and maintain account Success Plans with goals, milestones, stakeholders, and success metrics.
• Own the end-to-end pilot and early adoption experience, driving customers to their “aha moment” using structured pilot/adoption frameworks and clear success criteria.
• Manage customer relationships as the primary point of contact, including proactive check-ins, business/data reviews, and executive sponsor engagement when appropriate.
• Coordinate cross-functionally as the customer advocate—align Professional Development training, loop in Support for issues, and surface trends to Sales/Product/Leadership.
• Guide the customer journey from onboarding through implementation and expansion; use product usage data to identify thriving vs. at-risk accounts and execute tailored adoption plans.
• Own renewals and expansion by managing renewal timelines and CRM records, running QBRs tied to outcomes, and identifying growth opportunities.

Requirements

• 3–6 years in Customer Success, Account Management, or a related client-facing role.
• Experience in EdTech, SaaS, or a mission-driven organization; K-12 school/district experience is strongly preferred.
• Demonstrated success managing pilots, onboarding programs, or early-stage customer relationships.
• Strong relationship-building skills and the ability to earn and maintain trust over time.
• Strong project management to juggle multiple accounts and competing priorities.
• Data-informed approach using CRM tools (HubSpot) and usage dashboards/customer data to guide decisions.

Culture & Benefits

• Medical, dental, vision, and life insurance with 100% coverage of employee medical insurance.
• 401(k) matching.
• Daily lunch credit through DoorDash in office and DashPash for work or personal use.
• Wellhub membership with company-paid access to premium gym networks, wellness apps, and 1:1 coaching.
• Pet-friendly office.