Customer Success Manager (EMEA) (SaaS)

Location: Hybrid in London, UK, with 3 days on-site per week; role covers the EMEA territory.

Company

hirify.global provides a software governance platform that helps enterprises make software changes visible, auditable, and accountable across their toolchains.

What you will do

• Manage an assigned portfolio of enterprise accounts from initial deployment through long-term value realization.
• Define customer success criteria, build adoption roadmaps, track ROI, and maintain account success plans and health metrics.
• Lead Executive Business Reviews and operational meetings with executive sponsors, engineering leaders, and internal champions.
• Identify workflow gaps, expansion opportunities, and professional services needs, then coordinate with Account Executives.
• Orchestrate Support, Professional Services, Field CTOs, Solutions Architects, Product Management, and Engineering to resolve risks and technical challenges.
• Capture customer feedback and advocate for reference accounts, case studies, and Customer Advisory Board participation.

Requirements

• 5+ years of experience in Customer Success, Client Account Management, or Strategic Account Management within enterprise SaaS or IT consulting.
• Proven experience managing enterprise accounts, conducting Executive Business Reviews, and driving adoption programs.
• Strong technical aptitude and the ability to discuss software delivery challenges with engineering leaders, DevOps managers, and enterprise architects without being a hands-on developer.
• Strong project management, strategic thinking, organizational change management, and executive presentation skills.
• Experience turning enterprise champions into reference accounts, public case studies, or Customer Advisory Board participants.
• Must work in a hybrid arrangement in London, UK, with 3 days on-site per week.

Nice to have

• Understanding of modern SDLC, DevOps culture, CI/CD, and enterprise cloud deployments.
• Experience working with Professional Services and Technical Support teams on complex customer outcomes.

Culture & Benefits

• Opportunity to help open and shape a brand-new office.
• Global, collaborative environment guided by the values Better Together, Entrepreneurs at Heart, Exceed Expectations, and Serve with Passion.
• Headspace subscription, a fully funded global Employee Assistance Programme, and a monthly home-office stipend.
• Performance-based bonus plan, equity options, recognition programmes, and professional growth opportunities.
• 28 vacation days plus public holidays and floating days, with at least 38 paid days off annually.
• Medical and dental insurance, dependant coverage contribution, life insurance, income protection, employer pension matching, and two paid volunteer days.