Principal Customer Success Manager, Strategic

Location: Remote, UK; this role is required to be performed from the UK.

Company

hirify.global develops software products and solutions that help teams collaborate and manage different types of work.

What you will do

• Build trusted-advisor relationships with C-suite and executive-level customers and help them realize maximum value from hirify.global solutions.
• Develop customer Success Plans with regular check-ins, QBRs, and strategic planning sessions.
• Guide complex enterprise implementations involving multiple global partners and customer teams.
• Drive product adoption, change management, solution expansion, and customer footprint growth.
• Identify and mitigate churn risks through proactive intervention, escalation, and collaboration with account teams.
• Represent the voice of strategic customers internally and collaborate across product, sales, support, and marketing.

Requirements

• Experience in Customer Success or account management with strategic customers using complex SaaS product portfolios.
• Experience managing an Enterprise or Strategic book of business of approximately 15 accounts.
• Experience establishing trusted-advisor relationships and using Success Plans to align business goals and success metrics.
• Understanding of Jira and Confluence end-user use cases, configuration trade-offs, and ways of working.
• Strong problem-solving skills and a customer-centric mindset in a customer-facing environment.
• Experience with Gainsight or a similar CRM tool, Salesforce, and BI tools such as Tableau.

Culture & Benefits

• Flexible work options are available within the UK, including remote and office-based work.
• Health and wellbeing resources.
• Paid volunteer days.
• Benefits may include bonuses, commissions, and equity.
• Employment is subject to identity verification in line with local law.