Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of strategic enterprise customers to drive adoption of the DEX methodology with an accent on value tracking, executive relationship building, and renewal management. Focus on identifying expansion opportunities, facilitating technical workshops, and ensuring long-term customer health within the IT operations ecosystem.

Location: Must be based in the USA (Hybrid model in Boston, MA).

Salary: $135,000 – $225,000 yearly.

Company

hirify.global is a leader in digital employee experience management software, providing IT teams with real-time analytics and automation to optimize digital workplaces.

What you will do

• Own and execute comprehensive success plans for up to 20 enterprise customers.
• Build and maintain relationships with CIO-level leadership and key stakeholders.
• Identify, track, and measure the business impact and value of hirify.global solutions.
• Drive on-time renewals and identify upsell/cross-sell expansion opportunities.
• Facilitate DEX workshops to educate customers and support their digital transformation journey.
• Collaborate with internal teams including Sales, Product, and Professional Services to ensure customer outcomes.

Requirements

• 5+ years of experience as a Customer Success Manager in the SaaS industry.
• Must be based in the USA with ability to travel 25-50% domestically.
• Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute practices.
• Proven ability to manage relationships from technical teams to the C-suite.
• Fluent in English (written and verbal).
• Entrepreneurial mindset with the ability to work independently.

Culture & Benefits

• Comprehensive US benefits including 100% covered health, dental, and vision insurance.
• Flexible work hours and unlimited paid time off plus 15 days of holidays.
• 401(k) plan with up to 4% company matching.
• Hybrid work model balancing office and remote work.
• Paid parental leave for primary and secondary caregivers.
• Access to professional training platforms and volunteering days.