Enterprise Customer Success Manager (SaaS)

Location: United States; remote. Preferred candidates are within the Eastern Time Zone (ET) and may travel up to 20%.

Company

hirify.global is a SaaS privacy protection company that monitors and removes exposed personal data from the open web for consumers and enterprise customers.

What you will do

• Own the end-to-end lifecycle for strategic enterprise accounts, including onboarding, implementation, adoption, renewal, and retention.
• Create mutual success plans, strategic account plans, stakeholder maps, health scores, and multi-year engagement roadmaps.
• Translate privacy protection activity into risk-reduction outcomes through exposure reports, executive business reviews, and measurable success metrics.
• Drive adoption across complex organizations through enrollment campaigns, champion enablement, internal communications, and product guidance.
• Own renewal forecasting, churn mitigation, multi-year renewal negotiations, and expansion opportunities in partnership with Account Executives.
• Coordinate sensitive exposure escalations and represent customer feedback in collaboration with Product, Support, Marketing, Security, Legal, and leadership.

Requirements

• 5+ years of experience as a Customer Success Manager, Account Manager, or in a comparable role.
• Experience owning renewals, churn mitigation, and net retention targets in a fast-paced SaaS environment.
• Experience managing strategic enterprise accounts, complex procurement processes, budget cycles, multi-stakeholder buying committees, and multi-year contracts.
• Experience driving product adoption, managing sponsor or champion turnover, and building deep executive relationships.
• Ability to communicate risk and value clearly to security-minded stakeholders, from practitioners to executives.
• High discretion when handling sensitive personal information, plus a calm and structured approach to urgent escalations.

Nice to have

• Experience in privacy, security, or threat intelligence.
• Familiarity with security questionnaires, SOC 2, data processing agreements, Gainsight, ChurnZero, or comparable CRM and Customer Success tools.

Culture & Benefits

• Remote work with a Work From Home stipend.
• Medical, vision, and dental benefits.
• 401(k) retirement plan.
• Paid parental leave, 20 days of paid time off, 11 company-paid holidays, and a birthday day off.
• Cell phone, fitness membership, and child care reimbursements, plus hirify.global membership discounts.