Senior Customer Success Manager (B2B SaaS)

Location: San Francisco, with an average of 2 days per week in the local hirify.global office

Base salary: $131,000–$150,000 USD per year, plus equity, benefits, and possible sales commission.

Company

hirify.global provides an employee experience platform used by more than 6,000 companies to improve employee engagement, performance management, and team development.

What you will do

• Manage a strategic portfolio of 40–50 Enterprise customers with more than 1,000 users and approximately $3.5M in ARR.
• Own retention, adoption, expansion, GRR, and NRR across the customer portfolio.
• Partner with Sales, Renewal Managers, and pod leaders on coordinated account strategy across adoption, expansion, and renewal.
• Lead Executive Strategy Reviews and value-based conversations with senior customer stakeholders, including CHROs and CPOs.
• Use automated customer experience plays, one-to-many outreach, and AI-enabled workflows to improve adoption, identify opportunities, and manage risk.
• Maintain account data in Vitally, share customer feedback, and contribute to CX and GTM playbooks.

Requirements

• Experience managing Enterprise or scaled B2B SaaS customer portfolios.
• Track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
• Strong executive communication skills and ability to lead data-informed, value-based conversations.
• Proactive risk-management approach, customer and product curiosity, and sound judgment in high-stakes situations.
• Ability to collaborate across functions and operate with high accountability in a pod-based model.
• Comfort using AI tools to synthesize information, improve prioritization, and increase the consistency of customer engagement.

Nice to have

• Previous experience in HR tech.

Culture & Benefits

• Hybrid work from a local hirify.global office, with an average of two office days per week.
• Employee equity through the Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly wellbeing and lifestyle allowance.
• Inclusive parental leave from day one, MacBook, and home workspace budget.
• Medical insurance for employees and families in the US and UK, plus five annual social impact days.