Customer Success Manager, EMEA (Fraud & Identity)

Location: Austria (remote) or UK (remote)

Salary: from €80,000 gross annually for a 38.5-hour full-time week, with possible overpayment based on qualifications and experience.

Company

hirify.global is a B2B technology company providing AI-powered identity verification, eKYC, AML, biometrics, machine learning, liveness detection, and automation solutions to combat online identity fraud and financial crime.

What you will do

• Own customer health, retention, and success plans for a portfolio of EMEA enterprise and mid-market accounts.
• Monitor product usage, support trends, NPS, executive engagement, and contract consumption; identify and address early churn risks.
• Advise customer fraud, risk, and compliance teams on fraud vectors, regulatory developments, verification workflows, and risk mitigation.
• Track business outcomes including pass rates, conversion, fraud reduction, and compliance; lead executive business reviews and ROI discussions.
• Drive feature adoption, user training, post-go-live success, and collaboration with implementation, Product, Support, and Account Management teams.
• Build multi-threaded executive relationships, surface expansion opportunities, and identify customer references, case studies, and advisory board participants.

Requirements

• Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management, gained inside a fraud or compliance function.
• Strong consultative and analytical thinking focused on risk strategy and workflow design.
• Ability to explain complex fraud and compliance concepts through clear, value-driven narratives for executive stakeholders.
• Experience managing enterprise accounts with $500K+ ARR, including ownership of renewal conversations and GRR/NRR data.
• Experience conducting executive-level business reviews that drive outcomes.
• Experience building and maintaining customer health frameworks and success plans.
• Commercial acumen connecting customer health with revenue and communicating credibly with economic buyers.
• Data fluency, including product usage analysis, ROI narratives, and use of a CS platform such as Planhat, Gainsight, Totango, or an equivalent.
• Strong communication, executive presence, and proactive risk management skills.

Nice to have

• Familiarity with API-based or technically complex SaaS products and comfort in technical conversations.
• Experience in a PE-backed or high-growth transformation environment.
• Experience building or contributing to CS playbooks, health score models, or QBR frameworks.

Culture & Benefits

• Full-time employment with a 38.5-hour work week.
• Remote work from Austria or the UK.
• Values centered on integrity, diversity, empowerment, accountability, and leading innovation.
• Inclusive workplace welcoming people of different backgrounds, ideas, strengths, interests, and statuses.