Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of Key and Enterprise customers to maximize value and drive long-term growth with an accent on adoption and retention. Focus on leading Executive Business Reviews, partnering on renewals, and collaborating cross-functionally to deliver successful customer outcomes.

Location: Hybrid (Boston, MA, USA) - Onsite Tuesday through Thursday

Salary: $108,800 – $134,400

Company

hirify.global builds uncomplicated service software designed to deliver exceptional customer and employee experiences.

What you will do

• Manage a portfolio of 30-35 Key and Enterprise customers representing $5M-$7M in ARR.
• Build trusted relationships with business and technical stakeholders to drive value realization.
• Partner with Account Executives to develop account strategies, support renewals, and identify expansion opportunities.
• Lead Executive Business Reviews, success planning sessions, and customer health discussions.
• Proactively monitor product adoption to identify risks and growth opportunities.
• Collaborate with Product, Engineering, and Support teams to ensure successful customer outcomes.

Requirements

• 7-10 years of experience in Customer Success, Technical Account Management, or customer-facing SaaS roles.
• Proven experience managing Enterprise or Key customer portfolios within a SaaS environment.
• Demonstrated success in driving customer retention, adoption, and account growth.
• Strong commercial mindset with experience in renewals and expansion.
• Excellent communication and relationship-building skills for executive-level engagement.
• Must be based in or able to work from the downtown Boston office (Hybrid).

Culture & Benefits

• Comprehensive dental, medical, vision, disability, and life insurance options.
• Flexible spending, commuter, and wellness benefits.
• Adoption and parental leave benefits.
• Inclusive and diverse work environment committed to equal opportunity.