Strategic Customer Success Manager (Retail)

Location: Bourne End, United Kingdom; flexible field-based role with UK-wide travel required and approximately 30–50% of time spent meeting customers. No mandatory office attendance; access to hubs in Bourne End and central London.

Company

hirify.global develops smart hardware and SaaS solutions that help organizations, employees, and partners work more effectively.

What you will do

• Manage a portfolio of 5–6 major enterprise retail accounts as the primary post-sales trusted advisor.
• Build Customer Success Plans and lead QBRs focused on usage metrics, business ROI, and strategic alignment.
• Monitor customer health, product utilization, and adoption across enterprise hardware and SaaS products.
• Lead support and SaaS subscription renewal negotiations, forecasting retention metrics in Salesforce.
• Identify expansion opportunities, technology refresh cycles, and new software use cases with sales teams.
• Escalate and coordinate the resolution of critical operational and technical incidents with Engineering, Support, and Product.

Requirements

• 8+ years of experience in Customer Success, Strategic Account Management, or commercial client relationship roles in technology.
• Experience managing complex, high-value enterprise accounts; retail experience is strongly preferred.
• Experience with SaaS solutions and/or enterprise hardware, preferably both.
• Strong commercial acumen and contract negotiation skills covering multi-year recurring revenue renewals and retention.
• Exceptional written, verbal, and presentation skills in English, including the ability to influence and present to C-level executives.
• UK-wide travel and 30–50% customer-facing travel are essential.

Culture & Benefits

• 25 days of vacation and up to 32 hours of paid annual volunteering time.
• Training, personal development, internal learning platforms, and internal career opportunities.
• Annual bonuses based on financial results and performance-related salary increases.
• Commission opportunity with a 45% quota-based incentive component.
• Pension scheme with matched contributions up to 7%, plus private medical and dental cover.
• Reward and recognition scheme, cycle-to-work scheme, employee assistance program, and referral bonus.