Customer Success Manager (SaaS)

Location: Manchester city centre, United Kingdom; hybrid role requiring three days per week on-site. Regular travel to meet clients on-site is also required.

Company

hirify.global is building an operating system for safe front-line work, combining technology, content, and immersive experiences to help workers operate safely and effectively in industries such as energy and construction.

What you will do

• Manage a portfolio of approximately 20 medium- to high-growth-potential accounts and own renewal cycles from forecasting through negotiation, contracting, and signature.
• Identify, qualify, and drive expansion through upselling, cross-selling, new use cases, additional sites, and additional users.
• Build account growth pipelines, generate qualified leads, and partner with Account Executives on larger new-business opportunities.
• Build trusted relationships with senior stakeholders across procurement, safety, learning, and operations; run business reviews linking platform usage to client outcomes.
• Lead onboarding, implementation coordination, escalations, change management, and client content requests.
• Share customer feedback with Product and content teams and act as a product expert for clients and internal teams.

Requirements

• Proven SaaS account management, customer delivery, or commercial experience managing a portfolio of high-growth-potential clients.
• Demonstrable experience owning renewals, negotiating contracts, and driving account expansion or revenue growth.
• Confidence and credibility in commercial conversations with senior stakeholders, including holding price and negotiating terms.
• Experience owning and forecasting commercial targets such as retention and expansion metrics.
• Exceptional relationship-building, stakeholder-management, problem-solving, and proactive client-resolution skills.
• Strong commercial judgement, balancing client advocacy with hirify.global’s commercial interests.
• Willingness and ability to travel regularly to meet clients on-site.
• Tech-savvy and able to learn new technologies quickly.

Nice to have

• Experience in learning and development, training, or LMS environments.
• Experience managing or selling into energy, construction, or other industrial or high-risk sectors.
• Familiarity with VR or immersive technology.
• Interest in helping a startup scale from seed stage to acquisition or IPO.

Culture & Benefits

• Competitive salary and stock options.
• 25 days of holiday plus public holidays.
• Fully equipped work setup from the first day.
• Regular company offsites and team socials.
• Flat, transparent culture with direct access to leadership and a commitment to inclusion and equal opportunity.