Customer Success Manager (Crypto)

Location: London, United Kingdom; hybrid working. Hybrid work is available from almost anywhere for up to 90 days per year.

Company

hirify.global provides crypto compliance tools used by banks, businesses, and governments to detect crypto crime and protect the financial system.

What you will do

• Own the health, retention, and expansion pipeline for a portfolio of 40–50 crypto businesses, fintechs, banks, and stablecoin issuers.
• Use health scores and usage data to prioritize customer engagement and demonstrate measurable value.
• Run renewals end to end, forecast risks, and negotiate commercial terms.
• Identify and lead expansion opportunities, either closing them directly or involving the aligned Account Executive.
• Run QBRs, involve Solutions and Product as needed, and help develop EMEA Customer Success playbooks, tools, and processes.

Requirements

• B2B customer success or account management experience in SaaS, ideally managing a mid-market portfolio.
• Demonstrated results in owned renewals or expansion, including metrics such as NRR, GRR, or ARR.
• Background in financial services, including crypto, regtech, payments, or traditional finance.
• Structured and organized approach to client meetings, with the maturity to advise and earn client trust.
• Strong commercial awareness, including when renewals are shared with others.
• Fluency with AI tools in daily work, including the judgment to recognize when their output should not be trusted.

Nice to have

• Experience with AML, KYC, or financial crime compliance.
• Familiarity with blockchain, Web3, or digital assets.
• A second European language.
• Interest in representing hirify.global at industry events.

Culture & Benefits

• Hybrid working with the option to work from almost anywhere for up to 90 days per year.
• £500 home office budget.
• $1,000 annual learning and development budget, subject to manager agreement.
• 25 days of annual leave plus bank holidays and an additional birthday day off.
• 16 weeks of fully paid parental leave for eligible employees, regardless of gender or whether parenthood is by birth or adoption.
• Private health insurance through Bupa, life assurance worth four times salary, access to Spill mental health support, and a Cycle to Work scheme.