Customer Experience Manager (Cloud Security)

Location: Hybrid in London, the UK. Candidates progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.

Company

hirify.global provides a global network and cloud security, performance, and connectivity services that protect and accelerate Internet applications.

What you will do

• Manage the customer lifecycle from onboarding through adoption, retention, and contract renewal.
• Act as a trusted advisor, helping customers adopt hirify.global products and achieve measurable business value.
• Own renewals, negotiate contracts, design commercial proposals, and maximize retention, expansion, and upsell opportunities.
• Maintain accurate weekly forecasts and collaborate with Sales on account planning, targets, and Executive Business Reviews.
• Use customer usage data and AI tools to identify growth opportunities, automate workflows, and improve operational efficiency.
• Coordinate with Product, Engineering, Support, Marketing, and other teams to resolve customer issues and communicate product feedback.

Requirements

• At least 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales.
• At least 2 years of industry experience; cloud security or performance experience is preferred.
• Direct experience with commercial sales, negotiation, deal closure, SaaS retention, and value-driven sales processes.
• Bachelor's degree and/or relevant professional qualifications.
• Understanding of computer networking and how the Internet works; network security knowledge is beneficial.
• Strong prioritization, problem-solving, stakeholder management, and portfolio management skills.

Nice to have

• Experience in cloud security and/or Internet performance industries.
• Knowledge of network security.

Culture & Benefits

• Mission-driven work focused on protecting and improving the free and open Internet.
• AI-supported workflows for communication drafting, data analysis, forecasting, and lifecycle automation.
• Equal opportunity workplace with diversity, inclusion, and reasonable accommodation support.
• Employment may require authorization to receive technology controlled under U.S. export control laws without export-license sponsorship.