Customer Success Lead

TL;DR

Customer Success Lead: Managing and growing relationships with Mid-Market and Enterprise customers to drive strategic outcomes, retention, product adoption, and account growth with an accent on executive and technical stakeholder partnership. Focus on analyzing customer health and usage data, leading renewals and expansion strategy, and serving as the voice of the customer to influence cross-functional product and service improvements.

Location: Boston, MA, USA (hybrid; onsite expectations 3x/week, Tuesday–Thursday, from the Downtown Boston office)

Salary: $108,800–$134,400 USD annually (target bonus; 80/20 base/variable pay mix)

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 measurable business value.
• 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, proactively mitigate churn, and support successful renewals.
• Collaborate cross-functionally with Sales, Renewals, Professional Services, Product, Engineering, Support, and Customer Advocacy to accelerate time-to-value and improve net revenue retention.
• Guide customers through their adoption journey 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 stakeholder meetings) and manage escalations and issue resolution.

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 track record driving customer retention and product adoption, and identifying growth opportunities with Sales/account teams.
• Demonstrated ability to build relationships across diverse stakeholders (technical administrators, business leaders, procurement teams, and executive decision-makers).
• Experience managing a portfolio of engagements, balancing multiple priorities, and collaborating effectively across cross-functional teams.
• Working knowledge of enterprise architecture principles and familiarity with technology ecosystems common in Mid-Market and Enterprise organizations.

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.
• Dental, medical, vision, disability, and life insurance options; flexible spending and commuter benefits; wellness benefits.
• Adoption and parental leave benefits.