Customer Success Manager - UK Market

Location: London, UK; hybrid. The role is based in the UK, with four remote days per month and three full remote weeks per year.

Company

hirify.global provides an AI-powered SaaS platform for company cards, expenses, invoices, procurement, and accounting automation.

What you will do

• Manage a portfolio of approximately 120–150 UK mid-market customers and build relationships with Finance Managers, CFOs, Finance Directors, and other decision-makers.
• Lead onboarding, account reviews, success planning, adoption, and ongoing customer value realization.
• Monitor account health and product usage, identify churn risks, and take proactive retention actions.
• Identify upsell and cross-sell opportunities and partner with Account Managers on expansion and renewal discussions.
• Share structured customer feedback with Product, Marketing, Sales, and Support teams.
• Support new feature launches, customer advocacy, testimonials, referrals, and case studies in the UK market.

Requirements

• Professional working proficiency in English is essential.
• Previous experience in Customer Success, Account Management, Client Management, or another customer-facing role.
• Consultative customer approach with strong ownership and autonomy.
• Ability to build trusted relationships with senior stakeholders and manage a high-volume portfolio.
• Analytical mindset with strong communication, organisation, and stakeholder management skills.
• Genuine interest in customer experience, SaaS, and long-term customer partnerships.

Nice to have

• Experience in SaaS, fintech, payments, accounting, ERP, or financial software.
• Experience working with Finance, Accounting, or Operations teams.
• Experience with onboarding, adoption, retention, renewals, expansion, or mid-market portfolios.
• Familiarity with Salesforce, HubSpot, Gainsight, Planhat, Intercom, or similar tools.

Culture & Benefits

• Hybrid work with four remote days per month and three full remote weeks per year.
• 28 days of holiday, pension scheme with 5% employee and 5% employer contributions, and private health and dental insurance.
• £45 monthly wellness allowance and access to emotional and mental health support.
• Covered Oyster card for commuting, Apple equipment, office snacks, and virtual company events.
• Opportunities to visit offices in Paris and Barcelona.
• Trust-based culture focused on ownership, empowerment, growth, inclusion, and collaboration.