Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of agile, technology-focused brands to drive product value, retention, and net retention targets with an accent on strategic guidance, feature adoption, and account health analysis. Focus on building long-term customer relationships, synthesizing product feedback for development, and mentoring junior colleagues.

Location: Seoul, South Korea (Hybrid)

Company

hirify.global is the leading customer engagement platform that empowers brands to deliver personalized customer experiences using AI-powered tools.

What you will do

• Partner with Account Executives to drive renewals and net retention targets for assigned customers.
• Act as the primary point of contact and trusted advisor, building shared Success Plans to drive feature adoption.
• Proactively analyze product usage data to identify account health risks and growth opportunities.
• Synthesize customer product feedback to contribute to the product development roadmap.
• Coordinate with Technical Support, Industry Solutions, and Deliverability teams to ensure seamless client support.
• Provide mentorship to junior colleagues and act as a point of escalation for customers.

Requirements

• 3-6 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management.
• Proven track record of managing complex, high-value accounts with multiple stakeholders and competing priorities.
• Strong technical domain knowledge in at least two of: SaaS, Mobile, APIs, Marketing Automation, Analytics, or HTML.
• Exemplary written and verbal communication and follow-up skills.
• Experience with project management; formal certifications like PMP or Agile are highly valued.
• Must be based in or able to work from Seoul.

Culture & Benefits

• Competitive compensation including equity and Employee Stock Purchase Plans.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Flexible paid time off and family services, including fertility and equal paid parental leave.
• Professional development via formal career pathing, learning platforms, and a yearly stipend.
• Collaborative and transparent culture recognized as a Great Place to Work®.
• Curated in-office experience designed to foster community and innovation.

Hiring process

• AI-assisted tools are used for screening applications and prioritizing candidates based on experience and skills.
• The process includes interviews and summaries of interview notes, with final decisions made by the recruiting team.