Customer Success Manager (EMEA Mid-market)

Location: All-remote; must be located in the United States. London, UK is listed in the conditions, while the role text specifies U.S. location.

Company

hirify.global provides identity security, password management, secrets management, passwordless, and passkey solutions for enterprises, developers, and individuals.

What you will do

• Oversee the customer journey from onboarding through renewal, maximizing product usage, adoption, satisfaction, retention, and growth.
• Develop standard onboarding procedures and account development plans with objectives, utilization milestones, and measurable growth targets.
• Monitor customer health using analytics, usage metrics, feedback, and adoption trends to identify risks and prevent churn.
• Lead Quarterly Business Reviews, communicate customer achievements and evolving requirements, and provide actionable updates on high-impact accounts.
• Partner with Account Executives to identify expansion opportunities and provide targeted recommendations and account analyses.
• Collaborate with Product and Engineering to incorporate customer insights into feature decisions, roadmap priorities, and user experience improvements.

Requirements

• Passion for user success and ensuring customers achieve strong outcomes throughout their journey.
• Genuine empathy and the ability to turn stakeholder needs into actionable plans.
• Executive-level interpersonal skills for building trust, alliances, and consultative, sales-forward customer relationships.
• Analytical, data-driven approach using usage metrics, feedback, and adoption trends to inform decisions.
• Flexibility when responding to changing customer demands and collaborating with Sales, Product, and other teams.
• Direct, transparent communication and compelling presentation skills.
• Commitment to a user-focused, product-led culture and alignment of solutions with organizational objectives and industry innovation.

Culture & Benefits

• All-remote work with motivated and supportive colleagues across the world.
• Purpose-driven work focused on creating a more secure internet experience.
• Opportunities to develop expertise in cybersecurity and open-source software.
• Support for personal and professional development through new challenges and the #growth-club.
• Commitment to building a diverse and talented team.

Hiring process

• Introduction call for selected candidates.
• Interviews with the Head of Global Accounts, Chief Sales Officer, and CEO, plus a case study or mock QBR.
• Reference calls.