Manager, Customer Experience and Renewals (SaaS)

Location: Hybrid in New York, NY or Washington, DC. Offer-stage candidates may be asked to attend an in-person interview at a hirify.global office or hub.

Salary: $158,000–$219,000 annual compensation for hires based in New York or Washington, DC, including on-target incentive compensation. The role is eligible for equity participation.

Company

hirify.global operates a global network that protects and accelerates Internet applications for customers ranging from individual bloggers to Fortune 500 companies.

What you will do

• Directly manage, coach, and develop a team of Customer Experience Managers.
• Lead the post-sale customer journey from onboarding through retention, renewals, and expansion.
• Oversee regional forecasting and Salesforce pipeline hygiene, ensuring accurate leadership reporting.
• Design and optimize operational workflows, including AI tools for quoting and lifecycle alerts.
• Resolve complex commercial negotiations, legal redlines, and customer business escalations.
• Align with Sales, Product, and Support leadership to remove friction from the customer journey.

Requirements

• At least 5 years of experience in Customer Success and Renewals Sales, including 2 or more years in direct people management.
• Experience scaling teams and managing organizational transitions in a high-growth SaaS environment.
• Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
• Strong proficiency with LLM utilization, AI analytics, and automated workflow building.
• Understanding of cloud security and networking, with the ability to translate technical concepts into business strategy.
• Exceptional mentorship, leadership, problem-solving, empathy, transparency, and results orientation.

Culture & Benefits

• Medical, dental, and vision insurance.
• Flexible spending accounts, commuter spending accounts, and fertility and family-forming benefits.
• On-demand mental health support and an Employee Assistance Program.
• 401(k), employee stock participation, disability, life, and accident insurance.
• Flexible paid time off covering vacation and sick leave, plus parental, pregnancy, medical, and bereavement leave.
• Global travel medical insurance and an equity participation plan.