Senior Customer Success Manager Lead (SaaS)

TL;DR

Senior Customer Success Manager Lead (SaaS): Driving customer success outcomes and building the Customer Success function from the ground up with an accent on operational discipline, health scoring, and scaled digital-led motions. Focus on establishing playbooks, managing churn risk, and partnering with leadership to define the operating model for a growing enterprise cloud platform.

Location: Must be based in North or South America

Compensation: $150,000–$160,000

Company

hirify.global is a leader in simplifying enterprise private clouds, helping organizations replace legacy virtualization with future-ready, open-source cloud solutions.

What you will do

• Own customer success outcomes including adoption, health, retention, and renewal-readiness for an assigned portfolio.
• Design and operate the customer success model, including health scoring, lifecycle stages, and executive reporting.
• Establish scalable playbooks, templates, and runbooks to support team growth.
• Identify churn risks early and collaborate with Sales to pursue expansion opportunities.
• Partner cross-functionally with Support, Product, and Engineering to drive customer outcomes and product feedback.
• Mentor and grow the Customer Success team while managing special process design projects.

Requirements

• Minimum 8 years of experience in Customer Success, program management, or service delivery.
• Proven track record of building operating models, frameworks, or playbooks in a B2B SaaS environment.
• Strong aptitude for data-driven decision-making using dashboards and reporting tools.
• Excellent executive communication skills with the ability to engage C-suite stakeholders.
• Technical familiarity with cloud and infrastructure software to partner credibly with engineering teams.
• Must be based in North or South America with the ability to travel to customer or company sites as needed.

Nice to have

• Advanced degree.
• Certifications such as PMP, Agile/ACP, or CSM.

Culture & Benefits

• Inclusive, globally distributed team environment.
• Focus on innovation, customer obsession, and radical candor.
• Opportunity to build a function from the ground up with a clear path for career growth.
• Collaborative culture backed by prominent investors and a strong partner ecosystem.