Product Customer Success Manager

Location: London, UK; Copenhagen or Aarhus, Denmark; or Stockholm, Sweden. Hybrid role 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 and contact centre platform built in Norway and serving European organisations.

What you will do

• Own post-sales outcomes for an assigned portfolio, including adoption, value realisation, risk management and renewal readiness.
• Build measurable Success Plans connecting customer objectives with hirify.global capabilities, actions, owners and milestones.
• Maintain advanced product knowledge, demonstrate platform capabilities and advise on suitable configurations, workflows and use cases.
• Lead discovery, adoption, optimisation programmes, business reviews, product workshops and customer training.
• Use product usage, engagement and operational data to identify risks, under-utilisation and improvement opportunities.
• Coordinate with Account Management, Technical Customer Success, Product, Support, Professional Services and Solution Architecture while bringing structured customer feedback to the appropriate channels.

Requirements

• 5+ years of Customer Success experience within SaaS, CCaaS or other complex software, with strong multi-product expertise and a proven record of improving customer outcomes through product knowledge.
• Appetite and confidence to learn a broad, complex product and demonstrate its value directly to customers.
• Strong understanding of contact centre operations and the effect of platform capabilities on operational performance.
• Experience leading structured discovery, owning Success Plans and adoption programmes, and understanding GRR, NRR and churn.
• Ability to turn product usage and customer data into practical, prioritised recommendations.
• Confident product demonstration, presentation and facilitation skills.
• Ability to distinguish reported symptoms from underlying needs and investigate before escalating.
• Strong ownership, autonomy, proactivity and accountability for driving problems to resolution.
• Confidence working with business, operational and executive stakeholders, with excellent written and spoken English.

Nice to have

• Experience in a start-up or scale-up, including work across onboarding, implementation, adoption and commercial activities.
• Background in contact centre, CCaaS, workforce management or AI-enabled CX products.
• Dutch, Danish, Swedish or Norwegian in addition to English.
• Experience with Planhat or a similar Customer Success platform.

Culture & Benefits

• Structured onboarding, a product buddy and hands-on experience in a real customer environment.
• Values centred on trust, collaboration and continuous improvement.
• Focus on work-life balance, diversity, inclusion and a pet-friendly workplace.
• Mercer-benchmarked pay supporting equity and market fairness.
• AI adoption across the business to support smarter and faster work.

Hiring process

• Screening call with Talent Acquisition.
• First interview with the hiring manager.
• Final interview with a practical case study presented to a panel from the wider Customer Success team.