Senior Customer Success Manager (SaaS)

Location: London, United Kingdom; flexible working between home and office

Company

hirify.global provides SaaS solutions for ecommerce and digital marketing teams, including AI-powered search, recommendations, merchandising, product data syndication, A/B testing, and marketplace and social commerce tools.

What you will do

• Own relationships with assigned enterprise customers and serve as their primary point of contact.
• Create and execute strategic account plans using project management platforms.
• Drive product adoption, customer value, retention, renewals, and revenue expansion.
• Conduct business reviews, demonstrate ROI, monitor customer KPIs, and identify risks and improvement opportunities.
• Provide customer training, mentoring, resources, and ongoing support.
• Collaborate with sales, marketing, product, implementation, and support teams to resolve issues and improve the product.

Requirements

• 3–5 years of experience in a senior customer success manager role, preferably in digital marketing.
• Experience in customer success or account management within a SaaS business.
• Strong understanding of SaaS products and business models.
• Experience analysing data, identifying trends, and making data-driven decisions.
• Excellent communication, relationship-building, organisation, problem-solving, and resolution skills.
• Technical proficiency, ability to learn new software quickly, and ability to manage multiple accounts under pressure.

Nice to have

• Experience creating testing and optimisation plans targeting marketing KPIs or similar CRO experience.

Culture & Benefits

• Collaborative, fast-paced, and forward-thinking working environment.
• 25 days of annual holiday, increasing to a maximum of 28 days with service.
• Company pension scheme.
• Vitality Healthcare, half-price gym membership, free coffee, and cycle-to-work programme.
• Flexible working between home and office.