Customer Success Director (SaaS)

Location: London, England, United Kingdom; hybrid. Candidates must already be based in the country of employment.

Company

hirify.global, part of Cision, provides SaaS consumer and media intelligence, social media monitoring, engagement, and communication solutions.

What you will do

• Own relationships, retention, and value delivery across a portfolio of strategic enterprise customers.
• Drive adoption of hirify.global products and help customers achieve their business goals.
• Build relationships with senior stakeholders, executive sponsors, and internal customer champions.
• Develop strategic account plans, goals, and key performance indicators with customers.
• Analyse account health, mitigate risks, and identify opportunities for growth and co-marketing.
• Capture customer feedback and product requests, advocating for customer needs in the product roadmap.

Requirements

• Experience as a Senior Customer Success Manager, Customer Success Director, Account Manager, Account Director, or in an equivalent role.
• Proven success improving customer satisfaction, product adoption, and retention.
• Experience building relationships with senior and executive stakeholders and executing strategic account plans.
• Experience working with global strategic enterprise clients across multiple teams and regions.
• Experience driving ongoing value from a SaaS product suite, preferably in digital marketing or social media.
• Excellent written and verbal communication, analytical skills, attention to detail, and the ability to work independently.

Nice to have

• Experience with a social media monitoring provider.
• Knowledge of marketing and data analytics principles and best practices.
• Experience with Salesforce, Gainsight, or Planhat.
• French, Spanish, or German language skills.

Culture & Benefits

• Hybrid work environment within the United Kingdom.
• Group personal pension scheme and life assurance.
• Healthcare cash plan, dental insurance, and private medical insurance for directors and above.
• Gym subsidy, Cycle to Work scheme, discounted dining, and retail discounts.
• Virtual GP, Employee Assistance Programme, eye care testing, and charitable giving programme.
• Inclusive workplace focused on diversity, equity, inclusion, collaboration, and innovation.