Senior Staff Customer Success Manager - Key Accounts (Robotics)

Location: Waltham Office, United States; frequent onsite customer visits and travel up to 50% domestically and internationally.

Salary: $140,000–$170,000 annually, plus benefits and an annual bonus structure.

Company

hirify.global develops robotic solutions for technology, industrial, and advanced manufacturing applications.

What you will do

• Lead ongoing relationships with high-value and complex client accounts, driving satisfaction, retention, expansion, and adoption of robotic solutions.
• Run client meetings, Quarterly Business Reviews, issue-resolution discussions, and executive-level interactions.
• Conduct onsite customer visits, advise stakeholders on their robotics journey, and translate business goals into customer value.
• Partner with Sales on upsell opportunities and strategic account planning.
• Analyze customer performance data and service trends to recommend improvements and strengthen product and service feedback loops.
• Lead escalations, align cross-functional teams on resolution strategies, and contribute to Customer Success processes, tools, and playbooks.

Requirements

• 8+ years of experience in customer relationship management, client success, or strategic account support, including 3–5 years in a customer-facing role within technology, robotics, or a related industry.
• Deep expertise in Customer Success Management and service delivery best practices for complex, highly technical products.
• Track record of managing complex accounts and leading client-facing initiatives.
• Strong analytical skills, including interpreting client data and developing actionable recommendations.
• Ability to influence internal stakeholders, manage complex client issues, synthesize challenges, and lead cross-functional project work.
• Ability to manage multiple priorities independently in dynamic customer environments.
• Advanced communication, presentation, stakeholder management, and executive interaction skills.
• Proficiency with CRM tools and client success platforms.
• Ability to create and execute long-term customer growth plans; experience mentoring peers or junior staff.
• Ability to travel as needed, up to 50% domestically and internationally.

Nice to have

• Experience in advanced manufacturing.
• Familiarity with analytics and reporting tools.
• Previous coaching or mentoring experience.

Culture & Benefits

• Full-time position with medical, dental, and vision coverage.
• 401(k), paid time off, and an annual bonus structure.
• Work involves close collaboration across internal teams and external customer stakeholders.

Hiring process

• Candidates must be eligible to work in the United States; visa sponsorship is not available.