Senior Customer Success Executive

Location: London, UK; hybrid work with 3 days per week in the office

Company

hirify.global is a data company delivering insights into global audiences and consumer behavior.

What you will do

• Own retention, renewal rate, churn, and NPS outcomes for a 250-account Essentials portfolio.
• Build engagement strategies and use account usage data to identify risk and opportunity.
• Design and run scaled customer communications, including campaigns, webinars, in-app messaging, and email touchpoints.
• Support customers through email, live chat, and video calls while managing user and account administration.
• Partner with Sales, Account Management, Product, Marketing, and Channel teams on renewals, expansion opportunities, and customer feedback.
• Improve scaled Customer Success through testing, automation, process development, and accurate Salesforce activity tracking.

Requirements

• Experience in Customer Success, Account Management, or another client-facing role involving retention, renewals, or customer engagement.
• Experience managing a large number of accounts through a scaled approach is preferred.
• Strong analytical skills and the ability to turn usage data into clear recommendations and customer presentations.
• Clear written and verbal communication skills, including customer-facing content creation.
• Strong prioritization, problem-solving, follow-through, and cross-functional collaboration skills.
• Bachelor’s degree or equivalent practical experience.

Culture & Benefits

• Permanent employment with hybrid and remote-work flexibility, flexitime, early Friday finishes, and a work-from-home budget.
• 25 days of annual leave plus office closures over the holidays.
• Private medical insurance, enhanced family benefits, carer days, and mental health support.
• Competitive salary, 4% pension matching, and recognition programs.
• Accredited learning, leadership development, and global career mobility.
• Disability Confident employer with adjustments available throughout the hiring process and active DE&I initiatives.