Lead Customer Success Engineer

TL;DR

Lead Customer Success Engineer (Customer Success/Service Management): Partner with customers to maximize business outcomes from hirify.global investments with an accent on ITSM/ESM/ITAM/ITOM consultative guidance, workflow optimization, and AI-enabled operational experiences. Focus on driving product adoption, accelerating value realization, mitigating customer risk, and influencing product evolution through strategic customer insights.

Location: Bellevue, WA, United States

Salary: $139,000–$170,000 base (variable compensation eligible)

Company

hirify.global builds uncomplicated service software for customer and employee experiences.

What you will do

• Run workflow audits, discovery sessions, operational assessments, and stakeholder workshops to identify improvement opportunities.
• Provide strategic advisory on industry trends, AI innovation, and digital workplace transformation; develop customer success stories and measurable outcomes.
• Drive account expansion by analyzing product utilization trends and recommending initiatives that improve adoption and support revenue growth.
• Build scalable enablement assets (playbooks, best-practice guides, maturity models, adoption frameworks, dashboards, ROI methodologies) and lead reusable workshops/webinars.
• Protect revenue by monitoring customer health indicators and adoption trends, identifying risks, and supporting mitigation strategies with executive alignment.
• Contribute to organizational excellence through coaching and technical enablement, and build AI expertise for team-wide AI initiatives.

Requirements

• 3+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, Service Management, or related customer-facing roles.
• Experience facilitating workshops, process consultations, enablement sessions, and executive-level customer engagements.
• Working knowledge of ITIL principles and service management best practices (ITIL certification preferred).
• Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes.
• Experience with enterprise SaaS platforms for service management, workflow orchestration, employee experience, or operational support systems.
• Strong analytical, communication, and stakeholder management skills; ability to influence product direction through structured customer feedback.

Culture & Benefits

• Up to 30% travel based on business needs.
• Comprehensive insurance options (dental, medical, vision, disability, life) plus ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits.
• Adoption and parental leave benefits.
• Variable compensation eligibility for this role.
• People-first approach with a focus on continuous learning, innovation, accountability, and customer obsession.

Hiring process

• Interviews and evaluations aligned to customer-facing advisory, enablement, and cross-functional collaboration experience.
• Discussion of role expectations, including travel needs and alignment with customer success and service management expertise.