Strategic Customer Success Manager (SaaS)

TL;DR

Strategic Customer Success Manager (SaaS): Managing a portfolio of strategic enterprise accounts to drive adoption, retention, and long-term growth with an accent on executive relationship management and value realization. Focus on aligning software solutions with business priorities for C-suite stakeholders and uncovering expansion opportunities.

Location: Hybrid (Boston, MA), must be based in the USA

Salary: $108,800 - $134,400 USD

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences.

What you will do

• Manage a portfolio of 20-25 strategic enterprise customers representing $8M-$10M in ARR.
• Build and maintain trusted partnerships with C-suite executives and business leaders.
• Lead Executive Business Reviews (EBRs), strategic planning sessions, and value realization conversations.
• Drive product adoption and retention while uncovering expansion opportunities.
• Collaborate with Product, Engineering, and Sales to represent the voice of the customer and influence product direction.
• Travel to customer sites to facilitate strategic business initiatives and strengthen relationships.

Requirements

• 10-12+ years of experience in Customer Success, Technical Account Management, or Enterprise Consulting in a SaaS environment.
• Proven track record of managing strategic enterprise portfolios and driving revenue growth.
• Experience engaging and influencing CIOs, CTOs, and other C-level executives.
• Strong commercial acumen and experience partnering on renewals and growth strategies.
• Ability to travel to customer sites as needed.
• Must be based in Boston, MA for a hybrid schedule (onsite Tuesday through Thursday).

Culture & Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.
• Flexible spending, commuter, and wellness benefits.
• Adoption and parental leave benefits.
• Target bonus with an 80/20 pay mix (base/variable).
• Inclusive environment committed to diversity and equal opportunity.