Customer Success Manager (UK)

Location: Central London, UK; primarily office-based with some flexibility to work from home. Fully remote work is not possible.

Company

hirify.global is an HR-tech scaleup building an AI-enabled platform for frontline employees and employers in hospitality and retail.

What you will do

• Own the post-onboarding customer journey for a portfolio of live UK customers.
• Act as the primary contact, trusted adviser, and strategic partner for customers.
• Drive customer satisfaction, retention, GRR, churn reduction, and expansion opportunities.
• Monitor customer usage and performance data and turn insights into actionable recommendations.
• Run regular business reviews and identify customer risks, challenges, and opportunities.
• Collaborate with Product, Support, Sales, and Operations while representing customer feedback in product development.

Requirements

• Strong relationship-building and customer value creation skills.
• Clear, confident, and professional communication.
• Comfort working with data and turning insights into decisions and recommendations.
• Solid general business understanding and a commercially minded approach.
• Ability to work independently and collaboratively.
• Comfort with technology and SaaS products; a technical background is not required, but curiosity and willingness to learn are essential.

Culture & Benefits

• Direct ownership and responsibility from the first day.
• Work focused on improving the lives of frontline employees.
• Low-ego, high-trust culture centered on learning, clarity, and accountability.
• Flexible working times and some remote-work flexibility.
• Equipment, office refreshments, team events, and a strong learning culture.
• Growth opportunities within a rapidly scaling company.