Customer Success Manager (SaaS Observability)

Location: Boston, MA; must work in the Boston HQ 2–3 days per week

On-target earnings: 120,000–180,000 USD

Company

hirify.global provides a full-stack observability platform for logs, metrics, traces, security events, APM, RUM, SIEM, and Kubernetes monitoring, using in-stream analytics to reduce observability costs.

What you will do

• Manage a portfolio of customer accounts and build relationships with technical users, champions, and executive stakeholders.
• Drive onboarding, product adoption, observability maturity, and rapid time-to-value with Technical Account Managers and Solutions Engineers.
• Monitor customer health, usage, and engagement; mitigate risks, protect renewals, and reduce churn.
• Run QBRs and deliver Value Realization reports connecting product usage with ROI and business outcomes.
• Identify white-space and expansion opportunities, source qualified pipeline, and partner with Account Executives on renewals and expansion handoffs.
• Represent customer feedback to Product and Engineering and educate customers on hirify.global’s observability capabilities.

Requirements

• 4+ years of experience as a Customer Success Manager, Account Manager, or Technical Account Manager in a B2B SaaS company.
• Proven success driving adoption, retention, and net dollar retention across a portfolio of technical customers.
• Strong communication and presentation skills for engaging technical teams and executive stakeholders.
• Experience working with SaaS and cloud-native customers.
• Ability to work in the Boston HQ 2–3 days per week.
• Experience with success planning, health scoring, and QBRs tied to measurable business outcomes.
• Experience working in a shared-responsibility commercial model, sourcing expansion pipeline, and collaborating with Sales.
• Bachelor’s degree or equivalent.

Nice to have

• Technical Account Manager or Solutions Engineer experience.
• Knowledge of Log Analytics, Monitoring, or APM.
• Knowledge of AWS, GCP, or Azure cloud technologies.
• Familiarity with observability tools such as Datadog, Splunk, or New Relic.

Culture & Benefits

• Culture focused on innovation, continuous learning, challenging the status quo, and contributing to the shared mission.
• Healthcare, dental, and mental health benefits.
• 401(k) plan and match.
• Paid sick time and paid time off.
• Equal opportunity workplace welcoming applicants from all backgrounds.