Technical Customer Success Manager

Location: London, UK; Copenhagen or Aarhus, Denmark; or Stockholm, Sweden. Hybrid, with an expectation of 2–3 days per week in the office. Existing eligibility to work in the country of application is required; visa sponsorship is not available.

Company

hirify.global is an AI-native customer experience platform built in Norway that provides contact centre solutions across Europe.

What you will do

• Lead structured technical discovery with business, operations, and IT stakeholders, documenting customer configurations, workflows, integrations, and dependencies.
• Diagnose barriers to customer value across adoption, training, processes, configuration, integrations, and the platform itself.
• Act as the technical owner for complex customers and build measurable Success Plans connected to customer goals and hirify.global capabilities.
• Demonstrate hirify.global products, advise on configuration and product interactions, and use operational and technical data to drive optimisation.
• Identify adoption, technical, stakeholder, and commercial risks to support renewals and expansion.
• Coach Product CSMs, maintain demo environments, and share recurring technical themes with Customer Success leadership and Product.

Requirements

• Professional experience in a technically complex, customer-facing role such as Solutions Engineering, Solutions Consulting, Technical Customer Success, Professional Services, or implementation within CCaaS, SaaS, or telecoms.
• Strong working knowledge of contact centre concepts and operating models, including voice and routing technologies such as SIP, VoIP, and IVR.
• Working understanding of CTI, CRM integrations, APIs, and common SaaS integration patterns and dependencies.
• Ability to operate as a strong CSM with advanced product expertise, confident demonstration skills, and a record of driving customer outcomes.
• Experience independently leading technical or operational discovery and diagnosing root causes across adoption, process, configuration, and integration.
• Strong analytical skills and ability to use product and operational data for diagnosis.
• Ability to explain technical topics clearly to non-technical stakeholders and engage credibly with customer IT teams.
• Proactive, independent, team-first approach with sound judgement about when to involve specialist architecture or implementation teams.
• Track record of developing others through coaching, enablement, or consistent knowledge-sharing.
• Excellent written and spoken English.

Nice to have

• Danish, Swedish, Norwegian, or Dutch alongside English.
• Development or scripting background, or comfort reading code and working with APIs.
• Experience with contact centre or CX platforms.

Culture & Benefits

• Values include trust, teamwork, continuous improvement, and shared responsibility.
• Structured onboarding is provided for the hirify.global product suite.
• Hybrid work with regular office presence in London, Denmark, or Sweden.
• Commitment to diversity, inclusion, authenticity, and work-life balance.
• Compensation is benchmarked for equity and market fairness.

Hiring process

• Screening call with Talent Acquisition.
• First interview with the Hiring Manager.
• Final interview involving a technical case study presented to a Customer Success panel.