Senior Customer Success Manager (SaaS)

Location: London, United Kingdom; the role may require time onsite with customers and international travel.

Company

hirify.global provides a customer engagement platform for personalized cross-channel messaging, journey orchestration, AI-powered decisioning, and optimization.

What you will do

• Partner with Account Executives to support renewals, retention, net retention, and commercial alignment.
• Act as the primary customer contact and trusted advisor, building Success Plans and providing strategic guidance, enablement, and product training.
• Analyze product usage and account health to identify adoption opportunities, risks, and potential upsell opportunities.
• Build customer advocacy, collect and synthesize product feedback, and contribute to product development.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, Onboarding Managers, and Success Partners.
• Handle customer escalations, maintain executive relationships, and mentor junior colleagues.

Requirements

• 3–6 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management.
• Proven success managing complex, high-value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
• Excellent written and verbal communication, follow-up, relationship-building, and time-management skills.
• Strong technical domain knowledge in at least two areas such as SaaS, mobile, APIs, marketing automation, direct marketing, analytics, or HTML/programming.
• Experience working with medium and large technology companies and fast-moving customer environments.
• Significant project management experience or formal certifications such as PMP or Agile are preferred.

Culture & Benefits

• Collaborative, transparent, inclusive culture focused on autonomy, accountability, learning, and work-life harmony.
• Hybrid ways of working with a curated in-office employee experience.
• Competitive compensation that may include equity, retirement plans, and an employee stock purchase plan.
• Flexible paid time off and medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and equal paid parental leave.
• Formal career pathing, learning platforms, a yearly learning stipend, employee resource groups, and community volunteering opportunities.

Hiring process

• AI-assisted tools may be used to analyze application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain involved in hiring decisions, with possible rights to request information, opt out, or request manual review depending on location.