Lead Customer Success Manager

Location: Hybrid, hirify.global HQ in San Francisco, California; candidates must be authorized to work in the US without sponsorship.

Salary: $155K–$185K plus equity.

Company

hirify.global is a mission-driven software company building products for state and county government agencies, with a focus on child welfare and social services.

What you will do

• Own relationships and account strategy for high-complexity Super Enterprise and Enterprise public and private agency accounts in partnership with Strategic Partnership Leads.
• Lead Executive Business Reviews independently, including preparing account data and narratives.
• Own high-risk, high-visibility escalations and drive them to resolution.
• Manage renewals, negotiate and close contracts, and identify complex expansion opportunities across users, modules, and sub-agencies.
• Track customer satisfaction, NPS, renewals, account growth, and churn for the assigned portfolio.
• Mentor and coach CSMs and contribute to playbooks, processes, enablement materials, workflow improvements, and cross-functional initiatives.

Requirements

• 5+ years of experience in Account Management, Customer Success Management, Technical or Sales Account Management, or a related role in a relevant and dynamic technology company; equivalent experience in child welfare, including adoption, foster care, casework, or social work, is also accepted.
• Experience managing the highest-complexity or highest-revenue accounts and independently owning Executive Business Reviews.
• Demonstrated success driving revenue through retention and expansion, including complex or multi-stakeholder renewals or expansions.
• Experience interacting with and influencing C-level executives.
• Experience mentoring, coaching, or informally leading team members without formal management authority.
• Excellent communication and presentation skills for working sessions and executive audiences.
• Ability to lead, manage, or influence internal hirify.global and customer resources in ambiguous or high-stakes situations.
• Curiosity, openness to positive and critical feedback, and a willingness to learn and gather information.
• Strong analytical, problem-solving, and dot-connecting skills, including the ability to quickly develop accurate situational awareness on unfamiliar accounts.
• Solution-oriented approach to understanding and solving complex customer issues without clear precedent.

Culture & Benefits

• Mission-driven, inclusive workplace focused on improving social services and supporting diverse perspectives.
• Medical, dental, vision, and life insurance, with 99% of premiums covered for employees and dependents.
• Flexible vacation, 13 paid holidays, separate sick and mental-health time, paid jury duty, and 16 weeks of paid parental bonding leave.
• Four-week sabbatical after four years, 401(k), commuter benefits, FSA, and DCFSA.
• $2,500 annual learning and development reimbursement, plus access to trainings, conferences, speaker series, and lunch-and-learns.
• Office setup and effective-work reimbursements, including a $300 initial setup reimbursement and $50 monthly reimbursement; eligible employees may receive a $5,000 annual bonus for volunteering as a CASA.

Hiring process

• Conditional offers may require background and reference checks, including employment and education verification, criminal history review, and fingerprinting where applicable.