Lead Customer Success (SaaS)

TL;DR

Lead Customer Success (SaaS): Manage and grow hirify.global' largest accounts, consult on Employee Experience (EX) solutions, and drive product adoption and expansion opportunities with an accent on strategic account alignment, value realization, and minimizing churn. Focus on building trusted stakeholder relationships, leveraging product insights for business impact, and influencing product evolution through customer feedback.

Location: Hybrid role based in Boston, MA, requiring in-office presence three days per week (Tuesday - Thursday).

Salary: $102,400 - $134,400 USD Base Salary

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences for over 72,000 companies globally.

What you will do

• Build and nurture strategic relationships with Mid-Market and Enterprise customers, aligning hirify.global solutions to their goals.
• Create and manage detailed success plans linked to customer business objectives and desired outcomes.
• Analyze product usage to identify risks, improve adoption, and deliver measurable business impact.
• Lead strategic conversations using benchmarks and maturity assessments to guide customers towards future-state goals.
• Provide guidance on AI capabilities, industry trends, and the hirify.global roadmap for innovative solutions.
• Plan and deliver impactful quarterly business reviews focused on ROI, usage metrics, and strategic alignment.

Requirements

• 5-7 years of experience in customer-facing technical roles (Customer Success, consulting, or related discipline).
• Experience managing Mid-Market and/or Enterprise-level accounts.
• Experience working with multiple levels of customer stakeholders, from technical admins to C-level executives.
• Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking.
• Functional domain/technical knowledge of EX/ITSM solutions, best practices, and customer insights.
• Ability to quickly grasp and distinctly explain technological and business concepts, including SaaS functionality.

Culture & Benefits

• An environment that enables everyone to find their true potential, purpose, and passion.
• Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
• Commitment to providing equal opportunity and fostering diversity in the workplace.