Manager, (Commercial) Customer Success | New York Hybrid

Location: New York, hybrid

Salary: $85,000–$190,000 USD per year, plus OTE and equity

Company

hirify.global provides an automated SaaS platform for deploying, managing, and retrieving IT equipment for remote and global teams in over 100 countries.

What you will do

• Build and scale the North American Customer Success organization for mid-market and enterprise customers.
• Develop proactive customer success processes, playbooks, customer journeys, and operating rhythms.
• Coach, train, and develop CSMs while setting priorities and performance expectations.
• Own complex customer escalations, identify root causes, and turn feedback into process improvements.
• Drive renewals, retention, expansion, portfolio health, and customer risk management.
• Introduce practical AI and automation workflows while preserving thoughtful customer engagement.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a relevant client-facing role.
• 3+ years of experience leading and developing Customer Success teams.
• Experience building or significantly scaling Customer Success in North America for mid-market and enterprise customers.
• Strong experience with customer success processes, renewals, retention, expansion, escalations, and data-driven performance management.
• Experience collaborating with Sales, Product, Operations, Support, and other stakeholders.
• Fluent business-level English required.

Nice to have

• Experience using AI and automation thoughtfully in Customer Success workflows.
• Experience with HubSpot, Monday.com, Asana, Slack, Linear, Miro, or Notion.
• Experience building processes and team structures from the ground up.

Culture & Benefits

• Hybrid work setup focused on work-life balance.
• European-style paid vacation.
• 401(k) support.
• Company-provided tools and equipment.
• Off-sites and recurring team bonding events.
• Opportunity to shape AI usage across the product.