Lead Customer Success Manager

TL;DR

Lead Customer Success Manager: Managing and growing relationships with Mid-Market and Enterprise customers to drive strategic outcomes, retention, product adoption, and account growth with an accent on customer health analysis, cross-functional execution, and executive-level engagement. Focus on building measurable value from the hirify.global investment, mitigating churn, and serving as the voice of the customer to influence product and customer experience improvements.

Location: Boston, MA, USA

Salary: $108,800 - $134,400 USD (annual base)

Company

hirify.global builds uncomplicated service software for customer and employee experiences.

What you will do

• Own a portfolio of Mid-Market and Enterprise accounts as a trusted advisor to technical and executive stakeholders, driving retention, product adoption, and expansion.
• Partner with Account Managers to develop and execute account strategies for engagement, renewals, expansion opportunities, and long-term customer success.
• Analyze customer health, product usage, and engagement data to identify risks and opportunities; take proactive actions to improve adoption and mitigate churn.
• Collaborate with Sales, Renewals, Professional Services, Product, Engineering, Support, and Customer Advocacy to accelerate time-to-value and improve net revenue retention.
• Guide customers through adoption journeys using deep product/technical/industry knowledge, removing blockers and executing customer success plans.
• Lead customer engagements (business reviews, product feedback sessions, success planning, and executive meetings) and manage escalations and issue resolution; travel as needed.

Requirements

• 5-7 years of experience in a customer-facing role such as Customer Success, Consulting, Technical Account Management, or a related discipline.
• Experience managing Mid-Market and/or Enterprise customer accounts in a SaaS environment.
• Proven success building relationships across diverse customer stakeholders, including technical administrators, business leaders, procurement teams, and executive decision-makers.
• Track record of driving retention, product adoption, and identifying growth opportunities in partnership with Sales and account teams.
• Ability to manage a portfolio of engagements, balance multiple priorities, and collaborate effectively across cross-functional teams.
• Strong understanding of customer experience, employee experience, SaaS platforms, and customer success best practices; working knowledge of enterprise architecture principles and common enterprise technology ecosystems.

Culture & Benefits

• Hybrid role with onsite expectations 3x/week (Tuesday–Thursday) from the Downtown Boston office.
• Target bonus eligibility with an 80/20 base/variable pay mix.
• Comprehensive benefits including dental, medical, vision, disability, and life insurance, plus flexible spending, commuter benefits, and wellness benefits.
• Adoption and parental leave benefits.