Senior Customer Success Manager (SaaS)

Location: London; the role will likely include onsite time with customers and may involve international travel.

Company

hirify.global provides a SaaS customer engagement platform that helps brands create personalized customer 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.
• Act as the primary contact and trusted strategic advisor for enterprise customers.
• Build success plans, drive feature adoption, provide enablement, and identify product usage opportunities and account risks.
• Maintain customer relationships through regular check-ins, events, and Executive Business Reviews while developing customer advocacy.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, and Onboarding teams to resolve issues and support customer outcomes.
• Advocate for customer feedback, identify upsell opportunities, escalate issues, 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.
• Experience or formal certification in project management, such as PMP or Agile, is beneficial.
• Strong technical domain knowledge in at least two areas including SaaS, mobile, APIs, marketing automation, direct marketing, analytics, or programming such as HTML.
• Ability to work onsite with customers when needed and travel internationally.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented work environment.
• Competitive compensation that may include equity.
• Retirement and employee stock purchase plans, flexible paid time off, and comprehensive medical, dental, vision, life, and disability coverage.
• Family services including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and an annual learning stipend.
• Employee Resource Groups, community volunteering, donation matching, and a curated in-office experience.

Hiring process

• AI-assisted tools may be used during application screening, interview scheduling, recording, and interview-note summarization.
• Recruiting teams remain involved in hiring decisions, with options for manual review or opting out of AI-assisted review depending on location.