TL;DR

Scaled Customer Success Manager (SaaS): Managing a broad portfolio of SMB customers to drive retention, adoption, and growth with an accent on scalable customer success programs and automation. Focus on building strong client relationships, identifying growth opportunities, and optimizing customer engagement strategies.

Location: Hybrid in London, United Kingdom with 3 days a week onsite required

Company

%hirify_global% is a global SaaS company serving the leisure and attractions industry with ticketing, point-of-sale, kiosks, memberships, and digital waiver solutions.

What you will do

Manage post-sales activities and maintain trusted relationships with a large customer portfolio using scalable communication channels.
Provide training and business reviews to maximize customer value and mitigate churn risks.
Identify and execute growth opportunities collaborating with Sales to drive customer expansion.
Develop and optimize scalable customer success programs leveraging automation and data-driven strategies.
Analyze customer data and feedback to refine success playbooks and increase satisfaction.
Stay updated on industry trends to help customers stay competitive.

Requirements

Location: Must be able to work 3 days a week in the London office
2-3 years experience in Customer Success or related SaaS roles, especially with SMB segments.
Ability to manage 200+ customers efficiently using automation and one-to-many engagement.
Strong communication and interpersonal skills for scalable client engagement.
Proactive problem-solving and risk mitigation skills to ensure long-term retention.
Technical aptitude and adaptability in a fast-paced, high-growth environment.

Nice to have

Experience in the leisure and attractions industry or franchise groups.

Culture & Benefits

Competitive salary and benefits package.
Work on a category-leading product in a high-growth, fun industry.
Paid time off, sick days, public holidays, and parental leave.
Company-wide recharge days and wellness support programs.
Individual learning and development budget with real growth opportunities.
Team-led culture initiatives and a supportive work environment.

Hiring process

Initial call with Talent Acquisition Manager.
Interview with Hiring Manager.
Loop interviews with team members for culture fit.
Presentation preparation and delivery.
Final interview with Regional Director of Customer Experience.
Background check prior to employment.