Customer Success Manager (SaaS)

Location: Fully remote; candidates may work from Germany, Ireland, Hungary, Bulgaria, Portugal, Switzerland, Belgium, Serbia, Bosnia and Herzegovina, Croatia, Greece, Finland, Iceland, Spain, Latvia, North Macedonia, Sweden, Austria, Poland, Czech Republic, Denmark, Estonia, Kosovo, Liechtenstein, Luxembourg, Slovakia, or Slovenia. Travel to customer on-site visits may be required for up to 20% of the year.

Company

hirify.global develops technology for sustainable inflight service management and supports a zero-waste future for aviation, with headquarters in Zurich and team members across 11 countries.

What you will do

• Own a portfolio of key airline customers and build trusted relationships with stakeholders across operations, IT, and management.
• Align hirify.global capabilities with customer business objectives, lead business reviews, and act as a strategic customer partner.
• Monitor customer health, adoption, and satisfaction while driving retention, expansion revenue, upsell, cross-sell, renewals, and commercial discussions.
• Support onboarding and implementation, including integrations, data setup, adoption best practices, and transition into run mode.
• Deliver remote and on-site training sessions and workshops, enabling feature adoption, process optimization, and continuous improvement.
• Represent the customer internally, collaborate cross-functionally, and provide structured feedback to influence product development.

Requirements

• 3–5 years of experience in the Airline Industry or Airline Catering Industry.
• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Fluent English and French.
• Strong stakeholder management and communication skills.
• Ability to manage multiple customer relationships in a fast-paced environment.
• Commercial mindset focused on value creation and growth.
• Proactive, ownership-driven approach to customer success.
• Highly organised and reliable.

Nice to have

• Experience working with SaaS products or complex B2B software solutions.

Culture & Benefits

• Fully remote work within the listed European locations.
• Mission-driven work focused on sustainable inflight service management and a zero-waste future for aviation.
• International environment with team members across 11 countries.
• Culture focused on creativity, collaboration, inclusion, and equal opportunity.
• Ongoing learning and skill-development opportunities.

Hiring process

• Recruiter screen lasting 45 minutes.
• One-hour interview with the hiring manager followed by a 30-minute technical interview.
• Discussion with founders and peers.