Customer Success Manager (SaaS)

Location: Woburn, Massachusetts, United States; hybrid work arrangement

Salary: $85,000–$100,000 annual base salary, plus a corporate bonus.

Company

hirify.global develops and licenses typefaces, font technologies, and SaaS solutions for global brands and creative professionals.

What you will do

• Manage a defined portfolio of low- to mid-touch customer accounts and build relationships with key stakeholders.
• Lead enterprise onboarding and platform configuration, targeting completion within approximately 90 days.
• Deliver live onboarding sessions, training calls, and workflow walkthroughs to support early adoption.
• Use automation tools, standardized playbooks, and defined metrics to track onboarding progress.
• Collect customer feedback, analyze usage patterns, identify friction points, and share insights with Product and Support.
• Identify at-risk accounts, develop mitigation plans, and support renewal and expansion conversations with Sales.

Requirements

• 5+ years of experience in Customer Success, onboarding, support, or operations within a SaaS environment.
• Experience managing customer relationships and driving adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills, including customer presentations or training delivery.
• Proficiency with CRM systems, automation tools, and ideally customer success platforms.
• Excellent organizational, time-management, problem-solving, and troubleshooting skills.
• Ability to manage multiple accounts and improve standardized customer-focused processes.

Culture & Benefits

• Hybrid work arrangements and paid time off programs.
• Comprehensive commercial medical insurance coverage.
• Creative, innovative, and global environment in the creative and software technology industry.
• Corporate bonus program, retirement planning options, and recognition programs.
• Professional onboarding, targeted training, and development and advancement opportunities.
• Employee events and high internal mobility across the organization.