Associate Customer Success Manager, Scale

TL;DR

Associate Customer Success Manager, Scale: Delivering playbook-driven customer interactions for a high-volume, shared-queue customer segment with an accent on cybersecurity/MDR customer health monitoring, renewals prep, and incident surge support. Focus on resolving inbound requests, escalating beyond playbook thresholds, and maintaining technical credibility while the scaled CS function is being built from scratch.

Location: Remote (United States)

Salary: $73,500 - $106,600 USD + bonus eligibility and equity

Company

hirify.global is an MDR company serving security teams that rely on threat detection to protect their organizations.

What you will do

• Execute playbook-driven customer interactions across the scale segment (onboarding sequences, health checks, renewal prep, proactive outreach).
• Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes.
• Monitor customer health signals and act on automated alerts, escalating when situations exceed the playbook.
• Run one-to-many customer motions such as webinars, office hours, and digital campaigns.
• Provide surge support during security incidents affecting scale customers.
• Identify gaps in playbooks and processes and contribute observations to improve the operating model.

Requirements

• 2+ years of customer-facing experience (support, success, or account management).
• 1+ year of exposure to the security industry (operations, products, consulting, GRC, or incident response).
• Comfort with high-volume, queue-based work with frequent context switching.
• Familiarity with the cybersecurity market (MDR, EDR, SIEM, NDR, cloud security) and what a security program looks like.
• Strong written communication and active listening skills to quickly understand customer context.
• Work authorization: must be authorized to work in the United States; no immigration visa sponsorship.

Culture & Benefits

• Remote work with work location flexibility.
• Unlimited PTO (modeled and encouraged).
• Up to 24 weeks of parental leave.
• Excellent health benefits.
• Bonus eligibility and equity in addition to base salary.

Hiring process

• Interviews to assess customer success execution, communication, and fit for high-tempo playbook-driven work.
• Evaluation of security domain exposure and ability to maintain technical credibility in customer interactions.