Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager: Own strategic customer relationships and drive outcomes across retention, adoption, and expansion for enterprise accounts with an accent on gross/net revenue retention, C-suite executive business reviews, and escalation management. Focus on building account plans, de-risking renewals, and partnering cross-functionally to turn customers into long-term advocates.

Location: Remote (New York City; San Francisco)

Salary: $140K – $160K

Company

hirify.global helps construction contractors build with confidence by modernizing core HR, finance, and operations systems.

What you will do

• Own a portfolio of strategic accounts (~$2–$3M ARR) and manage gross and net revenue retention through proactive renewal forecasting and de-risking.
• Drive deep, durable adoption of the hirify.global platform across payroll, HR, and finance workflows using health signals and success plans.
• Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) and partner with Sales to convert them into expansion revenue.
• Build trusted-advisor relationships with C-suite stakeholders and run executive business reviews tied to measurable business outcomes.
• Create and execute strategic account plans (stakeholder maps, value-realization roadmaps, risk registers) and manage escalations to resolution.
• Partner with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure handoffs, relay customer insights, and drive improvements.

Requirements

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role, ideally owning enterprise or strategic accounts.
• Proven ownership of an enterprise book of business with strong gross and net revenue retention and expansion against quota.
• Experience building relationships with and presenting to C-suite and senior executive stakeholders.
• Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products.
• Strong account-planning and project-management skills to drive multi-month initiatives to completion.
• Comfort working with data (Excel/Sheets) and understanding integrations, APIs, and technical documentation to unblock customers.

Culture & Benefits

• Flexible PTO and generous parental leave (16 weeks paid for all parents).
• Comprehensive medical, dental, vision, and FSA benefits.
• 401(k) retirement plan with company-matched contributions.
• Annual learning & development allowance for external professional development.
• Team and company off-sites; onboarding and off-sites require occasional travel.

Hiring process

• Recruiter pre-screen.
• Hiring manager interview and values interview.
• Presentation and final 1:1 interview.