Principal Customer Success Manager (SaaS)

Location: San Francisco, CA, United States

Salary: $125,000–$136,000 per year base salary; variable compensation is available, with annual on-target earnings of $155,000–$170,000.

Company

hirify.global provides an enterprise AEO platform for improving visibility in AI and traditional search engines through LLM visibility tracking, technical site health monitoring, and scaled AI content creation.

What you will do

• Orchestrate relationships with enterprise customers to achieve organic marketing objectives, increase product adoption, and drive retention.
• Establish weekly, monthly, and quarterly customer cadences covering executive dashboards, program status, goals, and key performance indicators.
• Act as a trusted strategic advisor, building Customer Success Strategy Plans and connecting SEO impact to business outcomes.
• Serve as the liaison for technical questions, product issues, escalations, deployment practices, training, and enablement.
• Identify customer risks, manage remediation plans, coordinate cross-functional initiatives, and support renewals and expansion opportunities.
• Collaborate with Sales, Marketing, and Research & Development while maintaining detailed account documentation in Gainsight.

Requirements

• At least 8 years of relevant Customer Success experience in a B2B SaaS company.
• At least 2 years managing a book of business and driving customer outcomes.
• Experience helping customers use technology or software, with strong customer service, relationship-building, analytical, and problem-solving skills.
• Knowledge of organic search and how SEO activities influence search engine ranking algorithms; experience with digital or organic marketing teams is highly preferred.
• Ability to manage enterprise customer portfolios, projects, difficult conversations, tight deadlines, renewals, and expansion opportunities.
• Ability to travel by plane, train, or car to customers; a four-year college degree or equivalent experience is preferred.

Nice to have

• Experience working with SEO, content, web, or IT teams.
• Four-year college degree or equivalent work experience.

Culture & Benefits

• Mission-driven environment focused on innovation, customer success, and inclusive collaboration.
• AI is integrated throughout the company, and candidates complete an assessment of AI literacy and competency.
• Performance-based compensation with an 80/20 base-to-variable split.
• Equal opportunity employment and reasonable accommodation for qualified employees with protected disabilities.