Customer Success Manager III (AI/SaaS)

Location: On-site in the United States; Boston, Massachusetts is the listed location for this role. Travel to key customers is required approximately 25–30% of the time.

Salary: $105,000–$115,000 per year in Boston, including base salary and a portion of variable compensation.

Company

hirify.global provides AI and ERP solutions for local and state governments through a public-sector software platform.

What you will do

• Own the end-to-end success strategy for a portfolio of approximately 40 high-impact government customers.
• Advise Department Heads, City Managers, Finance Directors, and other executive stakeholders.
• Guide customers through complex process changes, product adoption, and workflow optimization.
• Design and deliver Executive Business Reviews that connect usage data with business value and ROI.
• Monitor portfolio health, prevent churn, and identify expansion opportunities aligned with customer roadmaps.
• Partner with Sales, Product, and Support while improving onboarding and churn-prevention workflows.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a related high-touch SaaS role.
• Proven ability to manage complex customer relationships, achieve Net Revenue Retention targets, and drive revenue growth.
• Exceptional executive presentation, communication, and interpersonal skills.
• Hands-on product approach and proficiency with CRM and customer success tools such as Salesforce, Gong, or Gainsight.
• Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Willingness and ability to travel approximately 25–30% to meet customers in person.

Nice to have

• Previous GovTech experience or experience working directly with government agencies.

Culture & Benefits

• Mission-driven work focused on more effective and accountable government.
• Fast-paced, performance-based environment with opportunities to contribute ideas and advance internally.
• Healthcare options, flexible vacation, paid company holidays, and paid parental leave.
• 401(k) with company match, HSA contributions, wellness stipends, and professional development opportunities.
• Collaborative office environment with weekly catered lunches.