Customer Success Manager (Scale)

TL;DR

Customer Success Manager (Scale): Building and scaling a customer success model for an MDR security platform with an accent on playbook design, automation, and process optimization. Focus on managing high-volume customer cohorts, driving retention, and translating interaction patterns into scalable operational improvements.

Location: Must be authorized to work in the United States

Salary: $93,900 - $136,200 USD

Company

hirify.global is a security operations company transforming how organizations detect and respond to threats through AI and automation.

What you will do

• Design and execute playbook-driven customer interactions for the scale segment, including onboarding and renewals.
• Own specific programs within the scale model, managing them from design through execution and measurement.
• Identify patterns in customer interactions to drive process improvements and strengthen the scale function.
• Lead one-to-many customer engagements such as webinars and digital campaigns.
• Provide coaching and guidance to associate-level team members on process execution.
• Contribute to the design of the scale operating model, including systems requirements and automation workflows.

Requirements

• Must be authorized to work in the United States
• 2+ years of experience in customer success, account management, or customer-facing roles.
• At least 2 years of experience in the security industry (operations, products, consulting, or incident response).
• Solid domain fluency in MDR, EDR, SIEM, NDR, and cloud security.
• Experience designing or significantly improving customer-facing processes or playbooks.
• Strong comfort with high-volume, queue-based work and frequent context-switching.

Nice to have

• Experience in a scale, scaled, or digital CS model.
• Familiarity with CS platforms, ticketing systems, and automation tools.

Culture & Benefits

• Unlimited PTO policy.
• Up to 24 weeks of parental leave.
• Comprehensive health benefits.
• Work location flexibility.
• Clear path for professional growth within a scaling program.