Customer Onboarding & Success Specialist (SaaS)

Location: London, UK; hybrid with 3 days in the office and 2 days working from home. The first week of onboarding takes place at the Paris office.

Company

hirify.global is a European B2B freelance marketplace connecting over 1,000,000 freelancers with more than 100,000 companies, with over 600 employees across six European countries.

What you will do

• Own day-to-day Customer Success relationships for approximately 24 UK enterprise accounts.
• Track project milestones and contract end dates, flag renewal risks, coordinate extensions with Sales, and maintain an accurate renewal forecast.
• Guide hiring managers through platform demos and onboarding, increasing autonomous Activity Title validations and Purchase Order submissions.
• Resolve client requests across Sales, Legal, and Product while maintaining end-to-end accountability and clear communication.
• Identify additional freelance needs, support platform adoption, and improve retention, client satisfaction, and Gross Services Volume.
• Build scalable operational playbooks and share best practices across the international Customer Success community.

Requirements

• 3+ years of client-facing experience in Customer Success, Account Management, or client operations within a fast-paced SaaS, technology scale-up, or high-growth B2B marketplace.
• Experience tracking contract renewals, maintaining pipeline accuracy, protecting account retention, and identifying extension opportunities.
• Ability to collaborate with operational leads, hiring managers, procurement partners, freelancers, Sales, Legal, and Product stakeholders.
• Experience turning ambiguous or ad-hoc procedures into repeatable, scalable operational playbooks.
• Native or bilingual English fluency at C2 level required.
• Ability to manage enterprise portfolios, forecast renewals, resolve multi-stakeholder issues, and work with marketplace and contract lifecycle operations.
• Comfort working in a high-ownership, dynamic scale-up environment with ambiguity, changing priorities, and cross-functional collaboration.
• The role is not suited to candidates seeking only transactional helpdesk work, rigid pre-defined workflows, or isolated individual work.

Nice to have

• Additional European languages.
• Experience with Looker, advanced Google Sheets, Notion, and emerging AI productivity tools.

Culture & Benefits

• UK permanent employment with a hybrid schedule of 3 office days and 2 home-office days.
• 30 days of annual leave and a one-month paid sabbatical after three years with hirify.global.
• Stock options, private health insurance through UK provider Bupa, and a 5% pension contribution through Aviva.
• Cycle-to-work scheme, season ticket loan, dog-friendly London office, and career-relevant books provided on request.
• Inclusive workplace focused on equality, diversity, collaboration, and professional growth.
• Initial onboarding covers hirify.global’s culture, products, services, tooling, and marketplace processes, with shadowing of UK client interactions.

Hiring process

• Candidate profiles may be subject to background screening.