Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a book of business and leading onboarding for enterprise accounts with an accent on driving platform adoption and maximizing customer ROI. Focus on optimizing onboarding workflows, analyzing usage patterns to reduce churn, and partnering with sales for renewals and expansion.

Location: Hybrid in Woburn, MA

Salary: $70,000 - $85,000 annual base salary

Company

hirify.global specializes in the design, development, and licensing of typefaces and font technologies for the world’s biggest global brands and creative professionals.

What you will do

• Manage a book of low- to mid-touch accounts, building trust-based relationships with key users and stakeholders.
• Lead enterprise onboarding and platform configuration to ensure successful adoption within approximately 90 days.
• Facilitate live onboarding sessions, training calls, and workflow walkthroughs.
• Utilize automation tools and standardized playbooks to streamline onboarding and report on progress metrics.
• Act as a customer advocate by analyzing usage patterns and sharing friction points with Product and Support teams.
• Identify at-risk accounts, perform root-cause analysis, and support renewal and expansion conversations.

Requirements

• 2+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Proven ability to manage customer relationships and drive adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills for customer presentations and training delivery.
• Proficiency with CRM systems and automation tools.
• Excellent organizational and time-management skills for managing multiple accounts.
• Must be located in or able to work from Woburn, MA.

Culture & Benefits

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage.
• Competitive compensation including a corporate bonus program.
• Professional onboarding and robust targeted training.
• High internal mobility with development and advancement opportunities.
• Retirement planning options.