Customer Success Manager (SaaS)

Location: Manchester, UK; hybrid working with a full week in the Manchester office for initial training and visits up to twice per month

Salary: £40,000–£50,000 GBP per annum

Company

hirify.global is a Manchester-based SaaS company helping manufacturers and retailers test and develop products using consumer data, with AI integrated into its platform.

What you will do

• Act as the main contact for a portfolio of customers, supporting onboarding and rapid time-to-value.
• Train customers, answer questions, troubleshoot issues, and manage day-to-day helpdesk support.
• Monitor customer health and usage, intervene when engagement drops, and escalate issues with the Account Manager.
• Prepare for and participate in regular customer check-ins.
• Identify growth opportunities across new teams, use cases, and markets.
• Represent customer needs internally and promote effective use of hirify.global’s features.

Requirements

• Experience in FMCG, retail, or an insight/research agency.
• Strong relationship-building and communication skills with customers and colleagues.
• Ability to explain products and solutions clearly and patiently.
• Strong organisation skills and the ability to manage several customers at once.
• Curiosity about technology and willingness to learn new tools; prior SaaS or software experience is not required.

Culture & Benefits

• Hybrid working with the option to work from anywhere for up to four weeks per year.
• Company-paid medical cash plan and enhanced annual leave.
• Global benefits and reward platform with well-being support and Employee Assistance Programmes.
• Life Assurance, enhanced parental leave, a birthday day off, and a volunteering day.

Hiring process

• Transparent selection process involving discussions about ambitions, growth plans, and role context.
• Engagement with the potential line manager and team members.
• Live skills task and visit to the Manchester headquarters.