Customer Success Manager (SaaS)

Location: Hybrid role based at the Derby city-centre office; candidates must be located in the United Kingdom, be permanent UK residents, and live within a commutable distance of Derby. Regular office attendance is initially required for on-site training and role familiarisation.

Salary: £37,500–£42,500 per year, depending on experience.

Company

hirify.global is a SaaS shipping automation platform for mid-size merchants and local delivery companies, connecting order processing systems with UK and Ireland delivery carriers.

What you will do

• Respond to inbound sales enquiries, run remote product demonstrations, and convert trial users into subscribers.
• Manage customer onboarding by coordinating customers, carrier IT departments, and developers.
• Provide first-line technical support, troubleshoot issues, and coordinate escalations to suitable resolutions.
• Maintain Freshdesk support tickets and provide performance metrics to senior management.
• Help existing customers use the platform effectively, monitor account health, and support customer retention.
• Assist with maintaining ISO 9001 and ISO 27001 certification standards while helping develop and support the growing Customer Success team.

Requirements

• Working knowledge of applying technology and IT in business.
• Confidence delivering product demonstrations remotely.
• Excellent verbal and written communication skills.
• Ability to capture and understand customer requirements and identify suitable product-fit solutions.
• Ability to troubleshoot technical issues and translate customer requests into actionable tasks.
• Technical background with strong customer service, interpersonal, and project-coordination skills, plus a commercial approach.
• Power-user understanding of how the platform’s components work and connect, without responsibility for maintaining the underlying systems and software.
• Must be a permanent resident of the United Kingdom and able to commute to Derby city centre for hybrid office attendance.

Nice to have

• Previous experience in software or SaaS sales and/or support.
• Experience in ecommerce, logistics, retail, or similar sectors.
• Experience working with merchants, manufacturers, or similar businesses.
• Experience configuring and maintaining support desk software.
• Working knowledge of logistics software and equipment, including warehouse management systems, thermal label printers, and handheld terminals.

Culture & Benefits

• Permanent, full-time employment with flexible working hours.
• Hybrid office and home working, with arrangements negotiable according to role requirements.
• Regular initial office attendance for training; future attendance varies with Customer Success team training and support needs.
• Relaxed Derby office environment with required equipment, video-conference discussions, and remote-working tools.
• Bupa medical insurance and 21 days of holiday plus bank holidays, increasing by one day per year up to five additional days.
• Training is provided, with rapid career progression opportunities as the company and team grow.

Hiring process

• Submit a CV and cover letter by email to careers@hirify.global.co.uk, quoting vacancy reference S6CS1.
• Applications are reviewed by senior management; a qualification-screening questionnaire may be required depending on application volume.
• Selected candidates complete a short video interview followed by an in-person interview at the Derby office; the in-person stage is limited to four candidates, with one position available.
• Recruitment agencies are not accepted.