Senior Customer Success Manager (SaaS)

Location: On-site in Boston, Massachusetts, United States; travel required to meet customers and lead regional events.

Salary: $130,000–$145,000 per year 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 net retention, renewals, adoption, and enterprise usage across a portfolio of approximately 20 high-value accounts.
• Build customer success plans that align products with customer goals and drive adoption, retention, and expansion.
• Develop relationships with executive stakeholders, including Finance Directors, City Managers, and Council Members.
• Partner with Sales, Product, and Field leadership to improve products and resolve high-priority escalations.
• Advocate for customers, manage satisfaction, lead regional user groups, and engage customers in person.
• Complete advanced product and sales training and mentor junior customer success managers.

Requirements

• 5+ years of account management, customer success, or sales experience, preferably in complex technology, finance, or accounting SaaS.
• Track record of exceeding retention and revenue targets.
• Strong communication, negotiation, presentation, and executive relationship-building skills.
• Ability to quickly learn products for local and state government, special districts, and higher education.
• Proficiency in Salesforce, G-Suite, and modern customer success platforms, with the ability to translate technical features into business outcomes.
• Bachelor’s degree and willingness and ability to travel as required.

Nice to have

• Sales methodology training such as MEDDIC or Challenger.
• Graduate degree.

Culture & Benefits

• Mission-driven work focused on more effective and accountable government.
• Fast-paced, results-driven environment with opportunities to innovate and make an impact.
• Flexible vacation policy, paid company holidays, and paid parental leave.
• Healthcare options, HSA contributions, wellness stipends, and a 401(k) with company match.
• Professional development and internal growth opportunities.
• Collaborative on-site office environment with weekly catered lunches.