Lead Customer Success Manager (SaaS)

Location: Hybrid in downtown Boston, Massachusetts, USA; onsite Tuesday through Thursday. Regular travel is required.

Salary: $108,800–$134,400 USD annual base salary, plus target bonus with an 80/20 pay mix.

Company

hirify.global builds enterprise-grade service software for customer and employee experiences, enhanced by AI.

What you will do

• Manage a portfolio of approximately 30–35 Key and Enterprise customers representing $5M–$7M in ARR.
• Build trusted relationships with business, technical, and executive customer stakeholders.
• Drive product adoption, value realization, retention, and long-term account growth.
• Partner with Account Executives on account strategies, renewals, and expansion opportunities.
• Lead Executive Business Reviews, success planning sessions, and customer health discussions.
• Monitor customer health and adoption, manage strategic engagements and escalations, and collaborate with Product, Engineering, Support, Professional Services, and Customer Advocacy.

Requirements

• 7–10 years of experience in Customer Success, Technical Account Management, Consulting, or another customer-facing SaaS role.
• Experience managing Enterprise or Key customer portfolios in a SaaS environment.
• Demonstrated success driving customer retention, adoption, and growth.
• Experience working with technical and business stakeholders, including executive sponsors.
• Commercial experience supporting renewals and expansion opportunities.
• Strong communication, presentation, relationship-building, prioritization, and cross-functional collaboration skills.

Culture & Benefits

• Medical, dental, vision, disability, and life insurance options.
• Flexible spending, commuter, and wellness benefits.
• Adoption and parental leave benefits.
• Inclusive workplace committed to equal opportunity and diversity.