Customer Success Manager (Small & Medium Size Customers) (SaaS)

Location: Hybrid working pattern with regular trips to the Manchester office; full week in the office for initial training, then up to twice per month

Salary: £40,000–£50,000 per year

Company

hirify.global is a Manchester-based SaaS company developing a product intelligence platform that provides consumer data for manufacturers and retailers.

What you will do

• Support a portfolio of small and medium-sized customers, prioritising accounts with the highest growth potential.
• Build customer relationships, understand business objectives, and help customers achieve them through the hirify.global platform.
• Track customer health, usage, functionality adoption, and renewal risks, taking corrective action and escalating issues when needed.
• Manage the customer helpdesk, provide product training, and support migration to Predict.
• Identify new teams, products, markets, and subsidiary expansion opportunities for the Account Manager.
• Advocate for customer needs related to product features and usability.

Requirements

• Experience using technology and automation to train customers and respond to customer queries.
• Research experience in CPG or agencies, with the ability to understand customer objectives and translate them into platform usage.
• Strong customer relationship-building and communication skills.
• Ability to upskill customers efficiently without over-servicing them.
• Strong attention to detail, high quality standards, and the ability to manage and prioritise an independent workload.
• Availability for regular Manchester office attendance as part of the hybrid working pattern.

Culture & Benefits

• Agile, caring, driven, and candid working environment.
• Work from anywhere for up to four weeks per year.
• Company-paid medical cash plan, life assurance, enhanced annual leave, and enhanced parental leave.
• Global benefits and reward platform with well-being support and an Employee Assistance Programme.
• Birthday day off and one volunteering day.

Hiring process

• Transparent selection process involving discussions about ambitions, growth plans, and the role context.
• Opportunity to meet the potential line manager and team members.
• Live task and visit to the Manchester headquarters.