Enterprise Customer Success Manager Team Lead (B2B SaaS)

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

Company

hirify.global is a fast-paced scale-up providing AI solutions that automate and strengthen financial controls for Accounts Payable teams.

What you will do

• Lead, mentor, and develop a team of Enterprise Account Managers while driving renewal, retention, and expansion performance.
• Coach the team through account planning, deal reviews, 1:1s, KPI reporting, process improvements, and scalable playbook development.
• Manage a portfolio of strategic enterprise accounts and build Customer Success Plans with outcomes, milestones, stakeholders, and value hypotheses.
• Track and communicate ROI and business impact, present KPIs and commercial narratives to executive sponsors and C-suite stakeholders, and lead account governance.
• Identify risks, lead retention plans, qualify upsell and cross-sell opportunities, and manage renewals through negotiation support and forecasting.
• Represent the customer internally, coordinate technical and non-technical issue resolution, influence product prioritization, and collaborate with Sales, Services, Product, Marketing, AEs, and founders.

Requirements

• 5+ years of Account Management experience in a B2B SaaS or technology-driven company.
• 1–2 years of experience leading a team.
• Proven success achieving or surpassing renewal and expansion targets, with experience owning a commercial number and conducting pricing conversations.
• Experience with MEDDIC is required.
• Exceptional communication, coaching, relationship-building, analytical, and problem-solving skills.
• Ability to use data to guide decisions, influence cross-functional teams, improve processes, and deliver customer value.
• Proactive and collaborative approach with a passion for developing people.

Nice to have

• Experience using HubSpot CRM.

Culture & Benefits

• Hybrid work with two office days per week, standard hours from 9:00 AM to 6:00 PM, Monday through Friday.
• 27 days of annual leave, increasing with tenure, with options to roll over, buy, or sell up to three days.
• On-site gym, cycle-to-work scheme, employee discounts, private medical and dental cover, and enhanced parental leave pay.
• £1,000 personal annual learning and development budget, team socials, and an annual team retreat.
• Carbon-neutral operations with ongoing carbon reduction goals.

Hiring process

• Typical stages include an introductory Teams call, a hiring manager interview, a role-relevant technical task or presentation, and a final on-site interview with senior leadership and co-founders.
• AI may be used for research and interview preparation, but not to generate answers during live interviews; Metaview is used as an interview note-taker, with an opt-out available.
• Applications are reviewed by a member of the Talent team rather than by AI.