Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager (SaaS): Own a portfolio of strategic enterprise customers, driving executive alignment, product adoption, retention, and expansion with an accent on executive business reviews, long-term customer strategy, and managing complex escalations. Focus on coordinating cross-functional teams to deliver measurable customer outcomes while operating in a hybrid setup based in downtown Boston with regular onsite days and travel for customer engagements.

Location: Hybrid (downtown Boston office); onsite Tuesday through Thursday; regular travel to customer sites

Salary: $142,000 - $176,000 USD base (target bonus; 80/20 base/variable)

Company

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

What you will do

• Manage a select portfolio of ~20–25 strategic enterprise customers with $8M–$10M in ARR.
• Build trusted relationships with executive sponsors and C-suite decision-makers across complex organizations.
• Drive long-term customer strategy, executive alignment, product adoption, retention, and growth.
• Lead Executive Business Reviews and strategic planning sessions with customers.
• Partner with Sales and Sales Leadership to develop account strategies and expansion plans.
• Lead complex customer escalations and coordinate cross-functional teams to deliver customer outcomes.

Requirements

• 10–12+ years of experience in Customer Success, Enterprise Consulting, Technical Account Management, or Enterprise Account Management within SaaS.
• Experience managing large strategic enterprise customer portfolios with significant revenue responsibility.
• Proven success building trusted partnerships with C-suite executives and senior business leaders.
• Track record of driving retention, executive engagement, long-term growth, and business outcomes.
• Strong commercial acumen for strategic renewals and expansion initiatives.
• Ability to navigate complex enterprise organizations and collaborate effectively across senior internal stakeholders.

Culture & Benefits

• Hybrid work model with onsite expectations Tuesday through Thursday in downtown Boston.
• Regular travel to customer sites for executive meetings, strategic planning, and business reviews.
• Target bonus eligibility with an 80/20 base/variable pay mix.
• Comprehensive benefits including dental, medical, vision, disability, and life insurance, plus flexible spending and commuter benefits.
• Adoption and parental leave benefits.

Hiring process

• Interviews focused on customer success experience, executive stakeholder management, and strategic account outcomes.
• Evaluation of ability to lead escalations and coordinate cross-functional teams.