Lead Customer Success Manager (SaaS)

Location: Hybrid position based in Boston, Massachusetts, USA; onsite Tuesday through Thursday with regular travel for executive customer engagements and customer meetings.

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

Company

hirify.global builds enterprise-grade service software designed to improve customer and employee experiences through simple, powerful products and AI-enabled functionality.

What you will do

• Own a portfolio of approximately 30–35 Key and Enterprise customers representing $5M–$7M in ARR.
• Build trusted relationships with business, technical, and executive stakeholders.
• Drive product adoption, value realization, customer health, retention, and renewal readiness.
• Lead Executive Business Reviews, success planning, and other strategic customer engagements.
• Identify customer risks and coordinate Product, Engineering, Support, Professional Services, and other teams to resolve them.
• Partner with Account Executives on account strategy, renewals, expansion opportunities, and executive customer meetings.

Requirements

• 5+ years of relevant customer-facing SaaS experience, including strategic or enterprise customer management.
• Demonstrated success driving customer adoption, retention, renewals, and growth.
• Experience building relationships with technical, business, and executive stakeholders.
• Commercial mindset with experience supporting renewals and expansion.
• Experience leading EBRs or QBRs and navigating complex customer relationships.
• Strong communication, presentation, prioritization, and cross-functional collaboration skills.

Culture & Benefits

• Hybrid work environment with regular onsite collaboration in the Boston office.
• Medical, dental, vision, disability, and life insurance options.
• Flexible spending, commuter, and wellness benefits.
• Adoption and parental leave benefits.
• Inclusive workplace focused on equal opportunity and supporting diverse backgrounds.