CSM Manager - Enterprise

Location: Hybrid in Cambridge, UK, with approximately two days per week in the Cambridge office. The role is primarily aligned with UK hours, with occasional support for important customer conversations or escalations outside standard UK hours.

Company

hirify.global provides a Salesforce DevOps platform used by more than 3,500 companies globally, including large enterprise organizations.

What you will do

• Lead, coach, and develop a distributed team of 12 Strategic and Executive Customer Success Managers.
• Own Net Retention Rate across the enterprise segment and drive customer retention and sustainable growth.
• Partner with Account Management on renewal strategy, expansion opportunities, and shared commercial goals.
• Build proactive, data-driven Customer Success practices using account health metrics, leading indicators, AI, and structured playbooks.
• Maintain executive relationships with key customers and support complex conversations, escalations, and account planning.
• Collaborate with Onboarding, Renewals, Product, Marketing, and Enablement to improve the enterprise customer experience and inform product strategy.

Requirements

• Experience leading and developing Customer Success teams serving large or complex customers.
• Strong coaching, feedback, and performance-management skills.
• Understanding of the commercial side of Customer Success, including retention and growth.
• Experience using NRR, account health, and leading indicators to assess performance, forecast risk, and prioritize action.
• Ability to build trusted relationships with senior customer stakeholders and support complex conversations or escalations.
• Ability to work from the Cambridge office around two days per week.

Nice to have

• Experience in SaaS or another technical product environment.
• Experience working with large, global organizations.

Culture & Benefits

• Full-time Monday-to-Friday schedule in a hybrid working environment.
• Up to £1,500 per year for courses, conferences, and professional development.
• Top-end hardware, free office lunch, and access to a Long Term Incentive Plan.
• 25 days of holiday plus bank holidays, with the option to buy five additional days.
• Company pension matching up to 5%, Bupa healthcare, life insurance, and critical illness cover.
• Enhanced family leave, menopause support, discounted gym membership, and other health and wellness benefits.