Commercial Customer Success Manager (B2B SaaS)

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

Company

hirify.global is a data company providing products based on market research and audience insights.

What you will do

• Own a portfolio of approximately 40 Midmarket clients with a total value of around £1.2M.
• Manage the full customer journey from onboarding and product training through renewal and growth.
• Own renewal and retention outcomes, tracking churn, retention rate, and NPS.
• Review usage data, identify risks, and create success plans that track customer outcomes.
• Identify growth opportunities and collaborate with Hybrid Account Executives to convert them into wins.
• Support users through email, live chat, and video calls while sharing feedback with Product, Marketing, and Channel teams.

Requirements

• Experience in Customer Success, Account Management, or another client-facing role with commercial responsibilities.
• Experience with renewals, negotiation, or closing new business is preferred.
• Strong analytical skills and the ability to turn data into presentations, demonstrations, and training.
• Ability to manage multiple accounts and priorities while maintaining attention to detail.
• Effective collaboration with Sales, Product, and Marketing teams.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Background in market research, audience data, or B2B SaaS.

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.
• DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.