Bilingual Customer Success Account Manager, SMB (SaaS)

Location: London, UK; hybrid

Company

hirify.global develops trusted calling products that help businesses improve caller identification, customer engagement, call performance, and voice security.

What you will do

• Own a portfolio of 300+ SMB accounts across the UK and Europe, with accountability for renewals and expansion.
• Manage European customers in German, French, or Spanish as well as English.
• Triage account health, identify intervention needs, and run proactive outreach to at-risk customers.
• Identify usage growth, new teams, and new use cases as opportunities for upselling.
• Forecast portfolio performance and maintain accurate CRM records.
• Share customer and portfolio patterns with Sales, Product, and Support to improve the SMB customer experience.

Requirements

• 2+ years of experience in Customer Success, Account Management, or a commercial SaaS role.
• Experience owning renewals, expansions, or quota, including the ability to identify and close growth opportunities.
• Experience managing SMB or Mid-Market customers and working across UK and European markets.
• Business-level German, French, or Spanish in addition to English, with confidence in renewal, pricing, and expansion conversations.
• Clear communication, commercial judgment, independence, and comfort working in an ambiguous, fast-paced environment.
• Ability to balance personalised engagement with scalable customer management.

Nice to have

• More than one of German, French, or Spanish, or an additional European language.
• Exposure to conversation intelligence, caller ID, or communications technology.

Culture & Benefits

• High-autonomy environment with transparent context and direct decision-making.
• Ownership of customer outcomes and responsibility for results.
• Culture built around serving customers, taking ownership, leading, improving, and acting decisively.
• People-centric environment focused on personal and professional growth.
• Inclusive workplace that values diverse perspectives and experiences.