Senior Customer Success Manager, Enterprise (SaaS)

Location: Remote, Stratford-upon-Avon / London, United Kingdom

Company

A SaaS product company providing rebate management software that helps customers replace legacy processes and use hirify.global as their rebate source of truth.

What you will do

• Manage strategic and enterprise customer partnerships, acting as a trusted advisor from onboarding through ongoing adoption.
• Build strategic account plans, guide customers toward measurable business outcomes and ROI, and support product adoption.
• Present to stakeholders from end users through C-level executives and own escalation, risk mitigation, and resolution plans.
• Drive retention, renewals, expansion, upselling, customer advocacy, NPS, and CSAT across assigned accounts.
• Collaborate with Product, Sales, Support, and Implementation teams to address customer needs and improve offerings.
• Mentor peers, contribute to departmental goals and initiatives, maintain accurate records in Planhat, and support hiring activities when requested.

Requirements

• At least 6 years of Customer Success management experience in the SaaS industry.
• Experience managing Strategic and Enterprise customer segments.
• Track record of success in achieving departmental and individual goals, with positive expansion and retention metrics.
• Ability to coordinate multiple senior internal and external stakeholders and communicate effectively with C-level audiences.
• Strong prioritization, organization, collaboration, adaptability, and escalation-management skills.
• Ability to thrive in a fast-changing, hyper-growth environment.

Nice to have

• Experience in the rebate or supply chain industry.
• Familiarity with the product offering and customer base.
• Advanced training or certifications in Customer Success or related fields.

Culture & Benefits

• Full-time employee position with remote work and occasional travel to meet customers or attend company events.
• Paid time off plus 8 bank holidays.
• Private health and life insurance for the employee and family.
• Electric vehicle scheme, performance-based bonus plan, and equity program with additional options tied to tenure and performance.
• Internal mobility opportunities, workshops, and professional development courses.