Customer Success Manager - Premier (SMB/MM)

Location: Hybrid in Cambridge, UK, with typically 2–3 days per week in the office. Flexible home working is available, with some flexibility required to support US customers across different time zones.

Company

hirify.global provides a Salesforce DevOps platform used by more than 3,500 companies worldwide.

What you will do

• Manage a portfolio of 80–100 customers and prioritise activity based on customer value, risks, and opportunities.
• Build trusted relationships with technical users, senior stakeholders, and decision-makers.
• Use product usage data and account signals to identify value gaps, risks, and opportunities.
• Own renewal outcomes and support retention across the customer portfolio.
• Partner with Account Managers to identify and qualify opportunities for broader hirify.global adoption.
• Represent customer feedback internally and collaborate with Support, Product, Renewal Managers, and other CSMs.

Requirements

• Experience in Customer Success or Account Management with responsibility for retention, growth, and customer outcomes.
• Ability to learn technical concepts and explain them clearly to audiences with different levels of technical knowledge.
• Strong customer discovery, risk identification, problem-solving, and relationship-building skills.
• Excellent organisation and attention to detail when managing commitments across a large portfolio.
• Flexibility to work across different time zones when supporting US customers.

Nice to have

• Experience working with technical audiences such as developers, administrators, or release managers.
• Experience using product usage data to prioritise a customer portfolio.

Culture & Benefits

• Trust-based, collaborative, transparent, and feedback-driven working environment.
• Industry-recognised training and opportunities to develop Salesforce DevOps knowledge.
• Professional development budget of up to £1,500 per year.
• 25 days of holiday plus bank holidays, with the option to buy up to five additional days.
• Company pension matching up to 5%, Bupa healthcare, life insurance, and critical illness cover.
• Enhanced family leave, menopause support, discounted gym membership, office lunch, and health and wellness benefits.