Customer Success Manager – Mid-Market

Location: Remote, based in EMEA; conditions specify the United Kingdom, London

Company

hirify.global is a global IoT and SaaS provider focused on technological solutions for the construction industry and reducing equipment downtime.

What you will do

• Own an assigned Mid-Market customer portfolio across onboarding alignment, adoption, value realization, renewal readiness, and retention.
• Develop measurable customer success plans aligned with customer goals and hirify.global value drivers.
• Drive product adoption and IrisX credit consumption by positioning use cases, tracking usage, and closing adoption gaps.
• Identify and progress Customer Success Qualified Leads in partnership with Sales to support expansion.
• Monitor customer health, identify risks early, and maintain mitigation plans for downsell and churn risks.
• Lead business reviews, executive touchpoints, operational adoption sessions, CRM updates in Planhat, and cross-functional work with Sales, Support, Implementation, and Product.

Requirements

• 3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Proven experience managing a customer portfolio and driving product adoption and retention.
• Experience using CRM systems to plan customer engagements and prioritize a portfolio.
• Solid understanding of SaaS business models, customer health, and renewal processes.
• Ability to own customer outcomes, advocate for customers, and manage priorities across multiple accounts using data-informed decisions.
• Clear, confident communication with operational stakeholders, managers, senior sponsors, and C-level executives.
• Ability to collaborate with Sales, Support, Implementation, and Product.
• Ability to manage common customer scenarios independently, follow established playbooks, and escalate complex or high-risk situations appropriately.
• Continuous improvement through feedback, data, and best practices.

Culture & Benefits

• Flexible remote working setup with IT equipment provided.
• International environment with regular cross-team, cross-department, and cross-border check-ins and social events.
• Training, coaching, mindfulness support, and an outspoken feedback culture.
• Opportunities for internal growth in an agile, fast-growing SaaS business.
• Inclusive workplace focused on qualifications and merit.

Hiring process

• No cover letter is required.
• Initial phone conversation with People & Talent, followed by a virtual meeting with the hiring manager.
• Team interview involving case discussions with relevant colleagues, followed by offer presentation and walkthrough.