Senior Manager Customer Success

Location: Manchester, United Kingdom; hybrid working. Final-stage interviews take place in person at the Manchester office.

Salary: £57,000–£64,500 per year.

Company

hirify.global is a UK provider of academic qualifications, marking more than 10 million exam papers each year and expanding its presence in vocational qualifications.

What you will do

• Lead a customer operations function of approximately 50 permanent colleagues and up to 100 seasonal colleagues through operational leaders and managers.
• Oversee day-to-day service delivery, performance targets, customer commitments, budgets, resources and workforce planning.
• Develop managers, build leadership capability and create an engaged, accountable and high-performing culture.
• Lead operational, technological and process change, including adoption of new systems and ways of working.
• Use customer insight, performance data and operational metrics to improve customer journeys, service effectiveness and customer trust.
• Build relationships with senior leaders and cross-functional stakeholders while contributing to Customer Success strategy and governance.

Requirements

• Experience leading large customer-focused operational, contact centre or customer service teams through layers of management.
• Track record of developing managers and delivering outcomes through others.
• Experience managing service performance, workforce planning, budgets, operational risk and compliance.
• Strong stakeholder management, influencing, communication and commercial decision-making skills.
• Experience leading teams through change, ambiguity or organisational transformation.
• Calm, resilient and credible leadership style with strong judgement and a focus on customer and colleague outcomes.

Nice to have

• Experience in education, assessment, regulated services or similarly complex sectors.
• Knowledge of workforce management, quality frameworks and customer contact centre operations.
• Experience with CRM platforms, workforce management tools, cloud telephony or AI-enabled customer service solutions.
• Experience managing large seasonal or flexible workforces.

Culture & Benefits

• Trust-based, empowered and collaborative leadership environment.
• 35-hour working week with flexible hybrid working.
• 25 days of annual leave, increasing to 30 days with service, plus Christmas closure days.
• Pension contributions, BUPA healthcare support, wellbeing programmes and volunteering opportunities.
• Free on-site gym access and limited on-site parking at the Manchester office.

Hiring process

• Submit a CV, cover letter and responses to application questions by 28 October 2026 at 23:59.
• First-stage interviews take place on Microsoft Teams on 10 November 2026.
• Final-stage interviews take place in person on 18 or 19 November 2026 and include a presentation.