Senior Customer Success Manager (SaaS)

Location: Boston, Massachusetts, United States; hybrid work with three days per week in the Boston office.

Salary: $120,000–$150,000 USD base pay per year

Company

hirify.global provides composable commerce products that help enterprises build, scale, and modernize digital and physical commerce experiences.

What you will do

• Guide customers in adopting and maximizing the value of composable commerce products.
• Advise customers on evolving their technology and commerce stacks and communicate the business value of new features.
• Own customer KPIs, objectives, account health, adoption, retention, and post-sales growth.
• Plan and lead strategic business reviews and coordinate customer engagements across multiple communication channels.
• Collect customer requirements for Product teams and collaborate with Sales, Support, and Product to resolve issues and deliver expertise.
• Contribute to customer events, practice development, process improvements, long-term departmental strategy, and team mentoring.

Requirements

• Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio in a technical SaaS environment.
• Strong business and technical understanding, including product value, B2B contracts, and value realization.
• Excellent executive communication and presentation skills, including confident engagement with C-level stakeholders.
• Experience using account health scores, usage and adoption data, and customer metrics to identify risk and drive engagement.
• Experience leveraging LLMs to create data-driven storytelling and insights.
• Willingness to travel approximately 25% and collaborate effectively with distributed, international teams.

Nice to have

• Recent retail or e-commerce experience.
• Familiarity with Gainsight and Salesforce.

Culture & Benefits

• Hybrid work environment with onsite and distributed team members.
• Comprehensive health benefits for employees and dependents, including personalized mental health support.
• Annual learning budget, self-paced learning platforms, language training, coaching, mentorship, and leadership programs.
• Additional fully paid parental leave through the Family Leave Plus program.
• Equity participation program.