Customer Success Manager (SaaS)

Location: London, UK; hybrid working

Company

hirify.global is a global worktech company providing solutions that connect people, workplaces, and assets for 25 million users across 115 countries.

What you will do

• Own a focused portfolio of complex B2B customers, understanding their objectives, stakeholders, success criteria, health, risks, renewal intent, and growth opportunities.
• Build trusted relationships with customer teams and senior stakeholders, lead customer cadences and Executive Business Reviews, and connect hirify.global solutions to agreed outcomes.
• Drive product adoption, value realization, ROI measurement, and progress against customer goals.
• Monitor engagement, adoption, and customer health; identify risks early and develop Get-to-Green plans.
• Coordinate Sales, Renewals, Support, Professional Services, and Product through escalations and customer challenges.
• Partner on renewal forecasting, cross-sell, upsell, customer insights, best-practice sharing, and Customer Success improvements.

Requirements

• Experience owning complex B2B customer relationships in SaaS, enterprise technology, professional services, or another solution-oriented environment.
• Strong customer and commercial judgment, with a record of driving adoption, retention, value realization, and growth.
• Confidence engaging and influencing senior stakeholders, including VP and C-suite stakeholders, internally and externally.
• Structured, data-led approach with strong operational discipline and attention to detail.
• Strong analytical skills and proficiency with Excel or similar tools.
• Professional fluency in German and English, including the ability to lead customer meetings and executive reviews in German.

Nice to have

• Prior experience in a formal Customer Success role.
• Hands-on experience with CS platforms such as Planhat, Gainsight, Totango, or ChurnZero.
• Familiarity with Net Retention, Gross Retention, NPS, and Health Scores.
• Experience running Success Plans and Executive Business Reviews.
• Professional fluency in French.

Culture & Benefits

• 25 days of holiday.
• Contributory pension and life insurance.
• Eye care vouchers.
• Flexible working and a collaborative environment focused on inclusion, growth, and varied perspectives.