Senior Customer Success Manager (SaaS)

Location: London, UK. Flexible-first work environment with the option to work from an office, from home, or on a hybrid schedule. Travel: 10–25%. Legally authorized to work in the country of the job location.

Company

hirify.global provides cloud-based SaaS solutions for the property and casualty and general insurance industries.

What you will do

• Manage and develop at least four medium and large Duck Creek OnDemand or OnPrem customer accounts.
• Build trusted relationships with customers and system integration partners, serving as the primary contact and advisor.
• Create customer success and strategic account plans, identify expansion opportunities, and manage renewals, NRR, and GRR.
• Lead customer governance meetings, review product and service metrics, and coordinate communications, releases, testing, and support priorities.
• Drive adoption, gather customer feedback, coordinate lessons learned, and develop action plans to resolve risks and customer issues.
• Coordinate with Customer Success Engineers, services, engineering, support, sales, and other internal teams to improve customer outcomes and operational scalability.

Requirements

• Bachelor’s degree or equivalent relevant experience in Computer Science, Computer Information Sciences, or a related field.
• At least 6 years of functional and technical experience with SaaS platforms.
• Experience managing customer relationships, driving expansion sales, increasing software adoption, and applying customer success practices.
• Strong analytical, operational, process development, problem-solving, communication, delegation, planning, and project management skills.
• Ability to explain complex technical concepts to non-technical audiences and collaborate with customers, executives, sales, and cross-functional teams.
• Must be legally authorized to work in the UK.

Nice to have

• Experience with Duck Creek Suite and Platform, P&C insurance, or ChurnZero.
• Knowledge of Microsoft Azure and SQL Server.
• At least one year of leadership experience.

Culture & Benefits

• Flexible-first environment supporting office-based, home-based, and hybrid work.
• Inclusive, collaborative, and team-oriented culture focused on respect, listening, care, value, and leadership.
• Opportunities to learn from colleagues across different backgrounds and levels of seniority.
• Work with a global organization transforming insurance technology through cloud-based products and services.