Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Customer Success): Managing high-complexity Super Enterprise and Enterprise accounts for software supporting public and private social-service agencies with an accent on executive relationships, retention, expansion, and account strategy. Focus on leading Executive Business Reviews, resolving high-visibility escalations, negotiating renewals, and mentoring Customer Success Managers.

Location: Hybrid role based at hirify.global HQ in San Francisco, California, United States

Salary: $155,000–$185,000 per year plus equity

Company

hirify.global is a mission-driven software company that builds products for state and county government agencies to improve child welfare and other social services.

What you will do

• Own relationships and account strategy for high-complexity Super Enterprise and Enterprise customers in partnership with Strategic Partnership Leads.
• Lead Executive Business Reviews, including preparation of account data and strategic narratives.
• Manage high-risk escalations, customer workflows, data cleanup, and optimization initiatives through resolution.
• Drive retention, renewals, expansion, upsell opportunities, and success metrics including satisfaction, NPS, growth, and churn.
• Mentor and coach other CSMs while contributing to playbooks, enablement materials, and team processes.
• Collaborate with customers and cross-functional hirify.global teams to deliver successful outcomes.

Requirements

• 5+ years of experience in Account Management, Customer Success Management, Technical or Sales Account Management, or a related technology role; equivalent child-welfare experience is also relevant.
• Experience managing complex or high-revenue accounts and independently leading Executive Business Reviews.
• Demonstrated success with complex, multi-stakeholder renewals and account expansions.
• Experience influencing C-level executives and mentoring or coaching team members.
• Excellent communication, presentation, analytical, problem-solving, and stakeholder-management skills.
• Ability to navigate ambiguous or high-stakes customer situations and solve complex issues without established precedent.

Culture & Benefits

• Salary, equity, and comprehensive medical, dental, vision, and life insurance with 99% of premiums covered for employees and dependents.
• Flexible vacation, separate sick and mental-health time, 13 paid holidays, and 16 weeks of paid parental bonding leave.
• Four-week sabbatical after four years of service, 401(k), commuter benefits, FSA, and DCFSA.
• Annual learning and development reimbursement of $2,500, plus access to trainings, conferences, speaker series, and lunch-and-learn sessions.
• Office setup reimbursement, monthly work-expense reimbursement, paid jury duty, and a volunteer bonus for CASA participation.
• Inclusive, equal-opportunity workplace with a mission focused on improving social services.