Senior CX Manager (SaaS)

TL;DR

Senior CX Manager (SaaS): Serving as a senior technical advisor and strategic partner for enterprise customers, driving product adoption and managing complex technical initiatives. Focus on bridging the gap between customer business objectives and technical implementation to ensure long-term success and value realization.

Location: Primarily office-environment work (Hybrid). Must be based in the US (inferred from 401k, US health insurance, and US-based pay range).

Salary: $77,500–$147,000

Company

hirify.global is a global leader in Customer Experience Automation, building AI-first solutions that redefine how brands interact with their customers.

What you will do

• Serve as the primary senior technical point of contact for enterprise and strategic accounts.
• Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
• Translate customer business and operational needs into scalable technical architectures and implementation plans.
• Build and maintain trusted relationships with senior executive and operational stakeholders.
• Own the end-to-end management of technical initiatives, including issue tracking and risk mitigation.
• Analyze product usage and operational data to identify optimization and expansion opportunities.

Requirements

• 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, or IT Project Management within a SaaS, CCaaS, or CPaaS environment.
• Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
• Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
• Executive-level communication skills with the ability to influence and advise senior stakeholders.
• Willingness to travel up to 25–30%.
• Experience with agile and/or waterfall implementation methodologies.

Nice to have

• Experience in financial services, healthcare/lifesciences, retail, or consumer products.
• PMP or equivalent certification.
• Experience with contact center technology or customer experience platforms.

Culture & Benefits

• Comprehensive health insurance including Medical, Dental, Vision, Life, and Disability.
• 401(k) retirement plan.
• Uncapped paid time off program for exempt employees.
• 14 paid holidays each year.
• Inclusive culture focused on diversity and empathy.