Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS/Commerce Intelligence): Managing a portfolio of SMB and Mid-Market customers to drive retention and expansion with an accent on demand-side analytics and value-driven engagement. Focus on translating complex data into actionable business outcomes and building scalable customer success playbooks.

Location: Hybrid in Washington, DC (3+ days/week in office). Remote employees will not be considered

Company

hirify.global.ai is a Commerce Intelligence System for consumer brands that unifies data from 500+ sources using AI to provide clear demand signals and execution-ready actions.

What you will do

• Manage a portfolio of 15–30 SMB/Mid-Market customers as the primary point of contact from onboarding through renewal.
• Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with the platform.
• Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
• Conduct data analysis to help customers turn insights into repeatable, automated processes.
• Act as the voice of the customer by translating feedback into actionable requests for Product and Engineering.
• Improve internal processes, playbooks, and tooling to support scaled customer management.

Requirements

• 2+ years of experience in SaaS Customer Success, consulting, or analytical client-facing roles.
• Strong analytical and problem-solving skills to link technical details to business outcomes.
• Proven project management abilities with excellent organization and follow-through.
• Experience managing renewals and expansions, ideally at scale.
• Must be based in Washington, DC for a hybrid work arrangement.

Nice to have

• Experience in CPG or supply chain industries.
• Expertise in customer journey mapping or process improvement.

Culture & Benefits

• Flexible PTO policy to ensure team recharge and performance.
• 401(k) matching program for long-term financial investment.
• Professional development budget for courses and certifications.
• Monthly transit reimbursement for commuting to the office.
• Paid parental leave and weekly team lunches.