Sr. Customer Success Manager

Location: Hybrid in Herndon, Virginia or Salt Lake City, Utah; on-site 2–3 days per week. Candidates should live within approximately 50 miles of the office.

Salary: $123,600–$165,600 USD base salary per year, plus bonus plans and benefits.

Company

hirify.global provides high-assurance cybersecurity and trusted connectivity for mission-critical environments, protecting sensitive data, users, networks, and cross-domain collaboration.

What you will do

• Build long-term relationships with customers and serve as the primary contact for ongoing operations and implementation support.
• Create and deliver Customer Success Plans and Service Design Packs aligned with customer goals and support terms.
• Lead quarterly health checks and regular service reviews, improving deployment efficiency, customer satisfaction, engagement, and ROI.
• Advocate for customer needs internally, coordinate technical support and escalations, and manage feedback on features and defects.
• Monitor SLA and support performance while proactively addressing risks that could lead to churn.
• Partner with Account Management and Renewals teams on contract renewals, upsell, and cross-sell opportunities.

Requirements

• Experience in a technical customer support role such as Support Desk Analyst, Professional Services Engineer, or Technical Account Manager.
• Understanding of customer lifecycle management and customer success practices, with a record of driving customer satisfaction.
• Strong verbal and written communication, interpersonal, problem-solving, conflict-resolution, collaboration, and time-management skills.
• Experience integrating solutions into client infrastructures and translating data insights into actionable strategies.
• Graduate-level qualification, ideally in Systems Engineering, Computer Science, or a related technology or engineering discipline.
• Applicants must have the right to work in the United States location to which they apply.

Nice to have

• Experience with customer retention rate, customer health scores, ARR, CSAT, and NPS.
• Ability to analyze, troubleshoot, and reproduce issues using log files and sample data.
• Knowledge of DNS, NTP, HTTPS, SSL certificates, TCP/IP, Ethernet, routing, switching, proxies, firewalls, Syslog, and security best practices.
• Experience implementing, integrating, and debugging networks.
• Proficiency with Windows servers and workstations and Linux, including Ubuntu and RHEL.

Culture & Benefits

• Mission-critical work focused on trusted connectivity and high-assurance cybersecurity.
• Flexible paid time off.
• 401(k) matching.
• Healthcare coverage contributions.
• Reasonable accommodation is available as required by law.