Lead Customer Success Engineer (SaaS)

TL;DR

Lead Customer Success Engineer (SaaS): Driving product adoption and maximizing business outcomes for enterprise customers with an accent on AI innovation, operational transformation, and service management. Focus on conducting workflow audits, designing scalable enablement assets, and aligning platform capabilities with strategic business goals.

Location: San Mateo, CA, United States

Salary: $139,000 - $170,000 Base Salary

Company

hirify.global builds uncomplicated service software designed to deliver exceptional customer and employee experiences.

What you will do

• Conduct workflow audits, discovery sessions, and operational assessments to identify customer improvement opportunities.
• Act as a strategic advisor on ITSM, ESM, ITAM, and ITOM capabilities to align platform features with business outcomes.
• Partner with Customer Success and Account Managers to drive product adoption and support revenue expansion.
• Build scalable enablement assets, including playbooks, maturity models, and ROI methodologies.
• Monitor customer health indicators and proactively mitigate risks to support retention.
• Influence product strategy and roadmap by consolidating customer insights and feature requests.

Requirements

• 3+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, or Service Management.
• Proven experience in executive-level customer engagements and conducting process consultation workshops.
• Working knowledge of ITIL principles and service management best practices (certification preferred).
• Experience with enterprise SaaS platforms, workflow orchestration, and AI-enabled operational experiences.
• Strong analytical skills to interpret adoption metrics and operational performance trends.
• Willingness to travel up to 30% based on business needs.

Culture & Benefits

• Comprehensive medical, dental, vision, disability, and life insurance options.
• Employee Stock Purchase Plan (ESPP) and flexible PTO.
• Flexible spending accounts, commuter benefits, and wellness benefits.
• Support for adoption and parental leave.
• Commitment to a diverse and inclusive global workplace.