Senior Customer Success Manager - Enterprise (AI SaaS)

Location: London, UK; hybrid working with two days per week from the Hoxton office

Salary: £60,000–£76,000 per year depending on experience, plus 30% commission

Company

hirify.global provides an AI-powered control centre for Accounts Payable teams, using machine learning to automate and improve financial control processes for global companies.

What you will do

• Own a portfolio of high-tier enterprise customers as a trusted advisor and commercial lead across renewals and growth.
• Build Customer Success Plans with measurable outcomes, milestones, stakeholders, and value hypotheses.
• Quantify and present ROI, business impact, success metrics, and commercial narratives to executive sponsors and C-suite stakeholders.
• Run account governance through EBRs/QBRs, monitor adoption and customer health, and lead retention or recovery plans.
• Identify and progress upsell and cross-sell opportunities, including business cases, stakeholder alignment, and collaboration with Account Executives and founders.
• Lead renewals, coordinate technical and non-technical issue resolution, provide product feedback, and align internal teams on customer outcomes.

Requirements

• At least 3 years of experience in Account Management, Customer Success, B2B SaaS, or a consultative commercial role.
• Experience managing complex enterprise customers with six-figure ACVs and senior stakeholder engagement.
• Demonstrable success leading renewals, retaining revenue, and creating growth through upsell and cross-sell.
• Strong value-based selling and storytelling skills, including business-case development and confident ROI presentations to executive sponsors and C-suite stakeholders.
• Experience running structured account governance such as CSPs, QBRs/EBRs, and executive sponsor plans.
• Ability to navigate economic buyers, decision-makers, champions, and influence networks across multi-stakeholder enterprise accounts.
• Proficiency in MEDDPICC or a similar sales methodology.
• Experience identifying risk and leading save plans by diagnosing root causes, mobilising internal teams, and executing recovery plans.
• Strong cross-functional leadership, analytical and systems-minded working style, technical curiosity, prioritisation, execution, communication, and ownership.

Culture & Benefits

• Full-time position with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.
• Hybrid work with two office days per week, a dog-friendly office, and an on-site gym.
• 27 days of annual leave, including three Christmas-closing days, with the option to roll over three days.
• Private medical and dental cover, enhanced parental leave pay, and a £1,000 annual learning and development budget.
• Carbon-neutral operations, team socials, and an annual team retreat.
• Interview accommodations are available for candidates with disabilities; AI-generated answers are not permitted during live interviews.