Senior Customer Success Manager (SaaS)

Location: Fully remote within Spain, with the option to work from the Bilbao office. Other locations: EMEA.

Company

hirify.global creates software products that help teams collaborate and includes products such as JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.

What you will do

• Own a portfolio of up to 70 high-value strategic enterprise accounts and execute retention and expansion strategies.
• Develop account plans, QBRs, and EBRs using account mapping to align customer needs with hirify.global's product ecosystem.
• Lead retention and migration deal cycles, including multi-year contracts, cross-sell, upsell, and Data Center to Cloud migrations.
• Engage executives and stakeholders as a strategic customer advisor, driving business outcomes, adoption, and long-term commitments.
• Partner with Atlassian field teams and channel solution partners to coordinate account strategies and co-expansion opportunities.
• Manage escalations, renewal forecasting, adoption trends, CRM data, and analytics while sharing customer insights and improving customer success processes.

Requirements

• 5+ years of experience in enterprise customer success, account management, or sales in a SaaS environment, including channel sales exposure.
• Experience with account mapping and strategic growth planning for Fortune 500 and enterprise customers.
• Strong understanding of SaaS metrics, including GRR, NRR, and churn mitigation.
• Proven ability to drive retention and expansion, increase ARR, and manage complex enterprise customer relationships.
• Ability to navigate complex technical requirements and solution delivery through strong project management skills.
• Familiarity with partner-led go-to-market models and partner-enabled customer success.
• Experience forecasting revenue, tracking performance metrics, and aligning customer success strategies with revenue growth targets.
• Proficiency with Salesforce and data analytics for strategy and decision-making.
• Strong collaboration skills and ability to manage multiple initiatives with internal and external teams.
• Business fluency in at least one of German, Spanish, French, or Polish.

Nice to have

• Experience with large enterprise customers in the Atlassian ecosystem or similar environments.

Culture & Benefits

• Remote-first flexibility within Spain, with an optional Bilbao office.
• Company equity, 25 days of annual leave, reduced summer hours, and flexible bank holidays.
• hirify.global University learning and personal development platform.
• Optional full private health insurance coverage through IMQ or Adeslas.
• Three fully paid volunteering days per year.
• €50 per month for work-from-home expenses and €400 gross per year for sports or outdoor activity reimbursement.