Senior Enterprise Customer Success Manager (SaaS)

TL;DR

Senior Enterprise Customer Success Manager (SaaS): Advising and guiding enterprise customers in the US market to ensure successful product launch and wide adoption with an accent on strategic relationship management and business value delivery. Focus on optimizing adoption rates, driving Net Revenue Retention, and leveraging AI tools for data-informed customer insights.

Location: Hybrid: Must be based in New York, NY (on-site twice a week)

Salary: $140,000 - $150,000 OTE

Company

hirify.global is a brand platform that helps teams organize digital assets, collaborate on projects, and create engaging campaigns.

What you will do

• Guide new enterprise customers through onboarding and deliver comprehensive training to ensure maximum product value.
• Cultivate strong, long-term strategic relationships with key stakeholders via regular feedback cycles and updates.
• Act as the primary point of contact for customer inquiries, ensuring timely and effective resolution.
• Analyze usage patterns to identify underutilization and implement strategies to boost product adoption.
• Manage renewals, upsells, and cross-sells in partnership with Account Managers to ensure retention and growth.
• Coordinate with sales, product, technical support, and marketing teams to ensure a seamless customer experience.

Requirements

• Must be able to work on-site at the New York City office twice a week.
• 6+ years of experience in Customer Success or Account Management within a fast-paced SaaS environment.
• Proven track record with metrics such as Adoption Rate, Net Revenue Retention (NRR), CLV, NPS, and Churn Rate.
• Proficiency in using AI tools to streamline workflows and personalize customer outreach.
• Experience leveraging Gong and Salesforce for tracking interactions and data-informed decision-making.
• Exceptional communication skills and the ability to build trustful internal and external relationships.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage with fully company-paid plan options.
• 401k with 5% matching.
• Minimum of 25 days of PTO per year plus paid educational and wellbeing days off.
• Parental, bereavement, and sick leave.
• Wellbeing, learning, development, and commuter allowances.
• Home office setup budget and weekly free office lunch.
• Workation policy allowing work from inspiring locations worldwide for 45 days annually.

Hiring process

• Initial discussion with a Talent Partner to explore experience and cultural fit.