Senior Customer Success Manager (SaaS)

Location: Remote, Massachusetts, United States. The role requires legal authorization to work in the country of the job location and includes 10–25% travel.

Salary: $100,800–$179,600 annually, depending on candidate location. Annual bonus eligibility is also available.

Company

hirify.global provides cloud-based SaaS solutions for the property and casualty insurance industry.

What you will do

• Manage and develop a portfolio of 4 or more medium and large OnDemand or OnPrem customer accounts.
• Build trusted relationships with customer leadership and system integration partners, serving as the primary customer contact.
• Create customer success and strategic account plans that support adoption, renewals, expansion sales, and value realization.
• Lead customer governance meetings, go-live coordination, release and test communications, and support case prioritization.
• Identify risks, coordinate mitigation plans and lessons learned, and improve customer health, referenceability, and retention.
• Mentor junior Customer Success Managers and provide product feedback to Engineering and other internal teams.

Requirements

• Bachelor’s degree or equivalent work experience in Computer Science, Computer Information Sciences, or a related field.
• At least 6 years of functional and technical experience with SaaS platforms.
• Experience managing customer relationships, driving software adoption, supporting expansion sales, and applying customer success practices.
• Strong analytical, operational, process improvement, problem-solving, communication, delegation, planning, and project management skills.
• Ability to explain complex technical concepts to non-technical audiences and collaborate with customers, executives, sales, partners, and internal teams.
• Legally authorized to work in the United States.

Nice to have

• Experience with the Duck Creek Suite and Platform.
• Property and casualty insurance industry knowledge.
• Experience with ChurnZero, Microsoft Azure, or SQL Server.
• At least 1 year of leadership experience.

Culture & Benefits

• Flexible-first work environment supporting remote, office, and hybrid work arrangements.
• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with a 6% employer match up to $12,000 annually.
• Flexible Spending Accounts, Health Savings Accounts, paid holidays, vacation, and volunteer time.
• Employee Assistance Program and an inclusive, collaborative workplace.