Senior Customer Success Manager I

Location: Shanghai, China

Company

hirify.global provides a commerce partnership marketing platform for managing affiliate, influencer, content publisher, brand ambassador, and customer advocacy partnerships.

What you will do

• Run platform training and advise customers on contracts, finance, ad tracking, and reporting.
• Coordinate strategic account initiatives under manager guidance.
• Manage customer-facing communications about initiatives, outages, and marketing efforts across email, ticketing, and Slack, documenting activity in Salesforce.
• Distill customer feedback and manage escalations, JIRA tickets, project trackers, and Salesforce records.
• Track projects and tasks using JIRA, project plans, and Salesforce while coordinating stakeholder updates.
• Coordinate renewal and expansion opportunities.

Requirements

• 5–8 years of customer service experience, preferably in B2B.
• Bachelor’s degree; business, marketing, or a related field is preferred.
• Strong understanding of the digital marketing ecosystem.
• Proven record of providing high-quality customer support.
• Initiative, flexibility, critical thinking, and inventive problem-solving skills.
• Strong interpersonal, conflict-resolution, prioritization, and time-management skills.

Culture & Benefits

• Responsible PTO policy and a flexible work environment.
• Up to 12 fully covered therapy or coaching sessions per year, with additional dependent coverage.
• Monthly gym reimbursement.
• Restricted Stock Units with a three-year vesting schedule, pending Board approval.
• Free Coursera subscription and PXA courses.
• Paid parental leave: 26 weeks for the primary caregiver and 13 weeks for the secondary caregiver.