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 is a creative and software technology company specializing in typefaces, font technologies, and SaaS solutions for global brands and creative professionals.

What you will do

• Manage a defined book of low- to mid-touch customer accounts and build relationships with key users and stakeholders.
• Lead enterprise onboarding and platform configuration, targeting completion within approximately 90 days.
• Deliver live onboarding sessions, training calls, and workflow walkthroughs to drive early adoption.
• Use automation tools and standardized playbooks to track onboarding progress, communications, and performance metrics.
• Collect customer feedback, analyze usage patterns, identify friction points, and share insights with Product and Support.
• Identify at-risk accounts, create mitigation plans, support renewal preparation, and partner with Sales on expansion opportunities.

Requirements

• 2+ years of experience in Customer Success, onboarding, support, or operations within 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, automation tools, and ideally customer success platforms.
• Excellent organizational and time-management skills with the ability to manage multiple accounts.
• Strong problem-solving skills and the ability to troubleshoot issues and improve standardized processes.

Culture & Benefits

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage.
• Corporate bonus program and retirement planning options.
• Creative, innovative, and global working environment.
• Professional onboarding, training, development, and advancement opportunities.
• Reward and recognition programs, including President's Club for all functions.