Customer Success Manager III (AI/SaaS)

Location: On-site in Boston, Massachusetts, United States; willingness to travel approximately 25–30% to meet key customers in person.

Salary: $105,000–$120,000 annually in Boston, including base salary and a portion of variable compensation tied to company and individual performance.

Company

hirify.global provides AI and ERP solutions for local and state governments in the United States through its public service 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, and Finance Directors while building long-term executive relationships.
• Guide customers through complex process changes, product adoption, workflow optimization, and digital transformation.
• Design and deliver Executive Business Reviews that connect product usage data with measurable business value and ROI.
• Monitor portfolio health, reduce churn risk, identify expansion opportunities, and support customer retention.
• Partner with Sales, Product, and Support to resolve roadblocks, represent customer needs, and improve onboarding and churn-prevention workflows.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a related high-touch SaaS role.
• Demonstrated ability to manage complex customer relationships, achieve high Net Revenue Retention targets, and drive revenue growth.
• Strong strategic thinking, customer-centric decision-making, presentation, and executive communication skills.
• Hands-on product skills and mastery of CRM and customer success tools such as Salesforce, Gong, or Gainsight.
• Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Ability to work on-site in Boston and travel approximately 25–30% to meet customers in person.

Nice to have

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

Culture & Benefits

• Mission-driven work focused on more effective and accountable government.
• Fast-paced, performance-based environment with opportunities to challenge existing practices and contribute ideas.
• Comprehensive healthcare options, HSA contributions, paid parental leave, and wellness stipends.
• Flexible vacation policy, paid company holidays, and a 401(k) with company match.
• Professional development, internal growth opportunities, and a collaborative office environment with weekly catered lunches.