Customer Success Manager (SaaS)

Location: Woburn, Massachusetts, United States; hybrid work arrangement

Salary: $85,000–$100,000 annual base salary, plus a corporate bonus

Company

hirify.global develops and licenses typefaces, font technologies, and SaaS solutions for global brands and creative professionals.

What you will do

• Manage a defined portfolio of low- to mid-touch customer accounts and build relationships with key stakeholders.
• Lead enterprise onboarding, platform configuration, live training, and workflow walkthroughs, targeting completion within approximately 90 days.
• Use automation tools and standardized playbooks to streamline onboarding communications and track progress and metrics.
• Advocate for customers by analyzing usage patterns, identifying friction points, and sharing insights with Product and Support.
• Identify at-risk accounts, perform root-cause analysis, and coordinate mitigation plans.
• Support renewal preparation and expansion outcomes in partnership with Sales.

Requirements

• 2+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Experience managing customer relationships and driving adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills, including customer presentations and training delivery.
• Proficiency with CRM systems and automation tools; experience with customer success platforms is preferred.
• Excellent organization and time management skills for handling multiple accounts.
• Strong problem-solving skills and the ability to troubleshoot complex customer scenarios.

Culture & Benefits

• Hybrid work arrangements and competitive paid time off.
• Comprehensive commercial medical insurance coverage.
• Corporate bonus program.
• Creative, innovative, and global work environment in the creative and software technology industry.
• Professional onboarding, development opportunities, internal mobility, recognition programs, and retirement planning options.