Customer Success Manager (SaaS)

Location: London, UK. Hybrid work model balancing office and remote work; occasional travel outside the UK may be required.

Company

hirify.global provides digital employee experience management software that helps IT teams monitor, diagnose, and improve employee experiences across applications, networks, and endpoints.

What you will do

• Own customer success plans for up to 20 strategic enterprise customers across the UK and Ireland.
• Guide customers through hirify.global’s DEX methodology, including adoption planning, DEXOps enablement, value tracking, and outcome measurement.
• Build trusted relationships with CIO organizations, senior stakeholders, and technical teams while advising on industry, technology, and digital experience challenges.
• Lead DEX workshops and quarterly Executive Business Reviews focused on progress, value realization, and required business outcomes.
• Support on-time renewals, identify upsell and cross-sell opportunities, and manage customer health, risks, and escalations.
• Collaborate with Sales, Solution Consulting, Professional Services, Support, Product, R&D, and Marketing while maintaining accurate CRM data.

Requirements

• 7+ years of experience as a Customer Success Manager in the software industry, working with large enterprise accounts and SaaS adoption.
• Experience driving customer adoption and value realization through structured success methodologies.
• Technical understanding of software products, IT project delivery, digital transformation, IT Operations, ITSM processes, ITIL, or End User Compute practices.
• Strong business acumen, customer-facing communication, presentation, organizational, and stakeholder management skills, including interaction with C-suite leaders.
• Business-level English is required for customer-facing communication and collaboration.
• Must be based in the UK role location and able to work within the hybrid model; occasional travel outside the UK may be required.

Nice to have

• Spanish, French, or German language skills.
• Experience with IT project delivery lifecycles and digital transformation initiatives.

Culture & Benefits

• Permanent employment with a competitive compensation package.
• Hybrid work, flexible hours, and an office near Cannon Street in London.
• Unlimited paid time off in addition to 25 days of holidays, plus three company-paid volunteer days.
• Private health insurance for employees and families, life insurance, Medicash, and a 12% pension contribution.
• Professional training platforms, paid parental leave, childcare support, public transport reimbursement, and fitness membership reimbursement.