Enterprise Customer Success Manager (SaaS)

Location: Madrid, with a hybrid schedule of 4 days in the local office and 1 day from home. Casablanca is also listed as an additional location.

Company

hirify.global provides an API-first SaaS platform connecting restaurants, retailers, and their customers through on- and off-premise commerce solutions.

What you will do

• Develop customer success strategies, manage enterprise accounts, and guide customers through success milestones and product adoption.
• Build long-term customer relationships and collaborate with Enterprise Account Managers and Support teams.
• Resolve complex technical and non-technical issues, escalate support cases, and advocate for customer feature requests with Product.
• Monitor usage and analyze customer health data to demonstrate platform value and improve adoption.
• Identify upsell opportunities and support renewal management to drive retention and revenue growth.

Requirements

• Professional fluency in English and Spanish, with strong written and verbal communication skills.
• At least 2 years of experience in a customer-facing role such as Customer Support, Customer Success, or Account Management, ideally in a SaaS environment.
• Analytical mindset with the ability to analyze complex customer issues, use data analysis tools, measure customer health, and develop effective solutions.
• Ability to manage multiple projects, meet deadlines, and work effectively in a fast-paced environment.
• Exceptional communication skills and the ability to build trust with stakeholders across multiple departments.
• Applicants must have the legal right to work in the country where the role is based; financial assistance for relocation or travel is not provided.

Nice to have

• Familiarity with Google Suite and Zoom.
• Experience with Planhat and HubSpot.

Culture & Benefits

• Dedicated learning budget for professional development.
• Opportunity to work on complex challenges in the global technology industry and contribute to weekly releases and new features.
• International team culture focused on transparency, visibility, inclusion, and diverse perspectives.
• Regional compensation and benefits packages tailored to local market needs.
• Background checks may be required as a condition of employment.
• AI is used to assist with initial application screening and assessment, alongside human recruiter review.