Manager, Customer Success, EMEA (B2B SaaS)

Location: London, hybrid, with in-office presence three days a week.

Company

hirify.global provides a B2B SaaS product serving Commercial, Mid-Market, and Enterprise customers across EMEA.

What you will do

• Lead, coach, and develop a growing EMEA Customer Success team of CSMs and a Team Lead.
• Own gross revenue retention, renewal planning, on-time contracting, and gross expansion ARR across the installed base.
• Run weekly renewal and expansion forecasting and maintain accurate close dates, stages, and deal data in HubSpot.
• Build reporting for onboarding, time-to-value, usage, adoption, and customer health, intervening before risks become churn.
• Lead QBRs, executive business reviews, escalations, renewal negotiations, pricing conversations, and expansion deals with senior IT and security leaders.
• Partner with Sales, Solutions Engineering, Support, CS Operations, GTM Strategy & Operations, Product, and Marketing to shape the regional playbook and communicate customer feedback.

Requirements

• 7+ years in Customer Success or Account Management at a B2B SaaS company, including 3+ years managing quota-carrying CSMs.
• Track record of owning and hitting retention and expansion targets, with measurable results.
• Experience leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets.
• Track record of hiring, ramping, and retaining strong CSMs while growing an established team and improving performance.
• Strong forecasting and pipeline discipline, including deal inspection, accurate calls, and reliable reporting.
• Coaching-first leadership style, with the ability to observe customer calls, provide specific feedback, and improve representative performance without carrying accounts personally.
• Commercial judgment and comfort leading renewal negotiations, pricing conversations, and expansion deals alongside Sales.
• Executive presence with senior IT and security buyers and credibility with senior internal leaders.
• Data-first approach to customer health using usage and adoption signals to prioritize team activity.

Nice to have

• Experience in IT, security, device management, or identity SaaS.
• HubSpot experience and familiarity with the modern Customer Success stack, including Gong, Zendesk, or similar tools.
• Additional European languages.

Culture & Benefits

• Hybrid work arrangement with three days per week in the London office.
• Leadership role focused on building the EMEA Customer Success playbook rather than carrying an individual customer book.
• Cross-functional collaboration with EMEA Sales, Solutions Engineering, Support, Product, Marketing, CS Operations, and GTM Strategy & Operations.
• Opportunity to shape team structure, hiring, development, performance management, and regional operating standards as the organization grows.