Principal Customer Success Manager (SaaS)

Location: United States (Remote); ability to travel up to 30%.

Base salary: $160,000–$180,000 annually, depending on US pay zone. On-target commission: $53,333–$60,000 annually. The role also includes eligibility for 4,500 stock options.

Company

hirify.global provides fraud prevention and commerce technology that helps online merchants approve more good orders, protect revenue, and improve customer experiences.

What you will do

• Own the end-to-end relationship with complex and strategic enterprise accounts, from onboarding through ongoing performance and growth.
• Build relationships with senior customer executives and align internal, customer, and partner stakeholders.
• Plan and lead discovery, change management, strategic alignment sessions, executive business reviews, and customer events.
• Develop shared merchant growth plans based on customer objectives, industry trends, and hirify.global platform capabilities.
• Coordinate cross-functional resources to resolve account issues and act as the customer voice.
• Identify upsell, cross-sell, advocacy, and emerging use-case opportunities, including Returns Abuse prevention and Account Integrity.

Requirements

• 5+ years of success in senior roles involving enterprise SaaS deployment and/or program management for large, complex, strategic customers.
• Experience building relationships with senior executives and generating consensus across multiple stakeholders.
• Strong executive presence, communication, presentation, conflict-resolution, and collaboration skills.
• Sales acumen and the ability to manage complex, long-term sales cycles.
• Strong planning, portfolio management, resource orchestration, analytical, and attention-to-detail skills.
• Experience in payments, fraud, and/or e-commerce is preferred.

Culture & Benefits

• Unlimited discretionary time off.
• 401(k) match, stock options, and an annual performance bonus or commission plan.
• Paid parental leave for 12 weeks.
• Health, dental, vision, FSA, disability, and life insurance benefits.
• On-demand therapy for employees and dependents.
• Dedicated learning budget, company social events, and company merchandise.

Hiring process

• Reasonable accommodations are available for candidates who need individualized support during the interview process.
• Commission and variable compensation details are provided during the interview process.