Lead Customer Success Manager (AI SaaS)

Location: London or Remote - UK. Willingness to travel up to 10% for team and corporate meetings.

Company

hirify.global provides an AI-powered SaaS platform that unifies finance, risk, and sustainability data on a secure foundation for complex organizations.

What you will do

• Build and optimize digital touchpoints, including in-app guidance, automated email sequences, office hours, and webinars, to onboard, adopt, and retain low-touch corporate customers.
• Establish digital-motion rules of engagement, pooled routing, and playbooks with Customer Success operations and strategy teams.
• Partner with Corporate Sales leadership on community motions, expansion targets, account executive and Customer Success alignment, and renewal forecasting.
• Provide strategic advisory during onboarding, renewals, risk mitigation, and high-expansion opportunities.
• Design scalable value-reporting frameworks and business reviews while using product usage and engagement data to identify expansion and cross-sell opportunities.
• Align with US digital and scale Customer Success leaders, mentor peers, and share customer feedback with Sales, Services, Marketing, Product, and Engineering.

Requirements

• Undergraduate degree or an equivalent combination of education and experience in a related field.
• 6+ years of Customer Success, Account Management, or Customer Success Operations experience in a B2B SaaS environment, including proven success managing corporate or high-volume books of business.
• Direct experience designing, executing, or managing tech-touch, digital-first, or pooled Customer Success motions alongside traditional high-touch workflows.
• Strong observation, influence, presentation, consultative recommendation, time-management, and prioritization skills.
• Data-informed ability to evaluate portfolio ratios, design automated customer triggers, and improve capacity without sacrificing account health.
• Proven ability to partner strategically with Corporate Sales and guide teams and customers through change.
• Ability to prioritize and break down complex business workflows into clear, actionable solutions.
• Experience defining customer health-score triggers, segmentation, or rules of engagement for routing accounts between automated and human-led touchpoints.

Nice to have

• Experience supporting a SaaS application.
• Expertise in assigned customer use cases and software-platform solutions.
• Experience collaborating with leaders and directors on account segmentation, expansion identification, and unified retention strategies.

Culture & Benefits

• Flexible work arrangements with reliable internet access required when working remotely.
• Up to 10% travel for team and corporate meetings.
• Collaborative environment focused on customer advocacy, meaningful business challenges, and cross-functional partnership.
• Equal opportunity employer committed to diversity and reasonable accommodations for applicants with disabilities.
• Role-specific security and privacy training is required for employees.