Customer Success Manager II (SaaS)

Location: London; the role may require onsite customer meetings and international travel.

Company

hirify.global provides a customer engagement platform that helps brands deliver personalized experiences through messaging, journey orchestration, analytics, and AI-powered decisioning.

What you will do

• Partner with Account Executives to support renewals, retention, net retention, and commercial alignment.
• Serve as the primary customer contact and trusted advisor for technology-focused scale customers.
• Build Success Plans, provide strategic guidance and enablement, and drive feature adoption.
• Analyze product usage to identify account health risks, opportunities, and potential upsell areas.
• Maintain customer relationships through regular check-ins, events, Executive Business Reviews, and ongoing communications.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, Onboarding Managers, and Customer Success Partners to support customers throughout their lifecycle.

Requirements

• 2–5 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management.
• Experience managing complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.
• Excellent written and verbal communication, follow-up, relationship-building, and time management skills.
• Domain knowledge in at least two of the following areas: SaaS, mobile, APIs, marketing automation, direct marketing, marketing analytics, or programming such as HTML.
• Ability to work with medium and large technology companies and help customers build new experiences quickly.
• Based in London, with availability for onsite customer work and possible international travel.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience focused on community and collaboration.
• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services, fertility benefits, and equal paid parental leave.
• Formal career pathing, learning platforms, and an annual learning stipend.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain involved in hiring decisions, with options for manual review or opting out of AI-assisted review depending on location.