Sr Customer Success Manager (SaaS/RetailTech)

Location: Hybrid in Melville, NY, with in-office days on Monday, Tuesday, and Thursday; remote work is permitted on Wednesday and Friday.

Compensation: $110,000 per year

Company

hirify.global provides a cloud-based unified commerce platform for specialty retailers, combining point of sale, merchandising, order management, ecommerce, CRM, and loss prevention.

What you will do

• Manage a portfolio of strategic enterprise and mid-market accounts and oversee onboarding, lifecycle engagement, and success planning.
• Maintain Gross Revenue Retention above 95% by monitoring account health, usage trends, risk signals, and churn indicators.
• Drive Net Revenue Retention through upsell and cross-sell opportunities, renewal strategy, expansion planning, and value-based Executive Business Reviews.
• Build executive-level relationships, communicate customer value, and develop customer advocacy and product adoption.
• Execute the Customer Success playbook with operational discipline and measurable success outcomes.
• Collaborate with Sales, Product, Support, Professional Services, and Finance while escalating and managing complex customer issues.

Requirements

• 7+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company.
• Demonstrated success maintaining GRR above 95% and contributing to strong NRR through expansion revenue.
• Experience managing enterprise or mid-market accounts in a complex technology environment.
• Strong analytical mindset with the ability to interpret data and identify churn risk.
• Executive-level communication skills and the ability to influence senior stakeholders.
• Proven ability to collaborate across multiple internal teams.

Nice to have

• Retail or RetailTech experience is a strong advantage but is not required.

Culture & Benefits

• Hybrid work schedule with three in-office days and two remote days each week.
• Full medical, dental, and vision coverage, generous PTO, and an annual bonus opportunity.
• 401(k) with a 50% company match on employee contributions up to 6%.
• Tuition reimbursement, a volunteer day, employee referral program, free building gym, and café discount.
• Collaborative, inclusive workplace with monthly events and a strong focus on using AI tools to work more effectively.