Digital Customer Success Manager, Global

Location: London or Singapore; hybrid work from the office and home.

Company

hirify.global provides information, analytics, data, and technology solutions that support scientific research, health education, and healthcare.

What you will do

• Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, customer health, and renewal stages.
• Identify customer lifecycle moments and engagement opportunities with Customer Success Managers and business stakeholders.
• Create targeted, personalized customer communications using Gainsight and related platforms.
• Monitor customer engagement and program performance, using data to drive continuous improvement.
• Develop global digital customer success processes, standards, playbooks, templates, and enablement materials.
• Collaborate with Customer Success Operations to improve data, workflows, automation, and the use of AI.

Requirements

• Experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field.
• Experience with customer lifecycle programs, automated customer journeys, or digital engagement initiatives.
• Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms.
• Strong analytical, problem-solving, communication, and stakeholder collaboration skills.
• Strong attention to detail and the ability to manage multiple priorities.
• Interest in using technology, AI, and automation to improve customer experiences.

Culture & Benefits

• Hybrid work from the office and home with flexible working hours.
• Support for work-life balance, wellbeing, learning, and professional development.
• Holiday allowance, private medical benefits, health screening, life assurance, and pension scheme.
• Shared parental leave, emergency care support, sabbaticals, and long-service awards.
• Employee resource groups, volunteering time, charitable support days, and employee discounts.

Hiring process

• Submit a CV and cover letter.
• Accessible hiring support and reasonable adjustments are available for candidates who need them.