Senior Customer Success Manager - Commercial (SaaS)

Location: Remote USA

Company

hirify.global provides a SaaS platform for incentive compensation and sales performance management.

What you will do

• Manage a portfolio of 45–55 mid-market accounts, driving adoption, retention, and expansion.
• Build multi-quarter success plans that connect platform use cases and adoption milestones to measurable customer value.
• Lead QBRs, executive briefings, renewals, and expansion conversations with customer stakeholders from compensation administrators to C-suite leaders.
• Own retention, expansion, risk management, escalation motions, and weekly forecasting for the portfolio.
• Partner with Product, Engineering, Professional Services, and Support to communicate customer feedback and deliver effective solutions.
• Use AI agents and LLMs to automate workflows, investigate accounts, and support predictive health monitoring.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar SaaS role at a senior individual-contributor level.
• Demonstrated success managing a high-volume, high-value customer portfolio and driving measurable outcomes.
• Experience with renewals, expansion strategy, commercial negotiations, forecasting, and account planning.
• Strong executive presence and consultative storytelling skills for technical and financial audiences, including CFO, CRO, and RevOps stakeholders.
• Ability to operate independently, manage escalations, and collaborate across Finance, RevOps, HR, Sales, Product, and Engineering.
• Technical curiosity and comfort discussing product architecture, integrations, and workflow automation.

Nice to have

• Experience with Incentive Compensation Management, Sales Performance Management, or complex fintech and accounting solutions.
• Experience with Salesforce, ChurnZero, or similar CRM and Customer Success platforms.
• Informal mentoring, enablement, playbook development, or process-improvement experience.

Culture & Benefits

• Remote work in the USA with flexible vacation days and quarterly mental health days.
• 100% coverage for employee medical, dental, and vision insurance, with approximately 75% dependent coverage.
• Annual professional development and caretaking stipends.
• Work anniversary bonuses and a US 401(k) retirement savings plan.
• Apple hardware, active Employee Resource Groups, and initiatives supporting diversity, equity, and inclusion.