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

• Deliver 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 interactions in Salesforce.
• Capture customer feedback, manage escalations, and coordinate Jira tickets, project trackers, and Salesforce documentation.
• Track projects, tasks, stakeholder updates, and status reporting using Jira, project plans, and Salesforce.
• Coordinate renewal and expansion opportunities.

Requirements

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

Culture & Benefits

• Flexible working environment with a responsible paid time-off policy.
• 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.