Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (Enterprise): Owning client renewals, retention, and net retention targets for high-profile enterprise brands with an accent on strategic guidance, product adoption, and customer advocacy. Focus on analyzing product usage, coordinating with internal teams, and fostering strong client relationships to drive value and commercial alignment.

Location: London. You will likely spend time onsite with customers and may travel internationally.

Company

hirify.global is a leading customer engagement platform that empowers brands to Be Absolutely Engaging™, helping them deliver great customer experiences and drive value.

What you will do

• Own client renewals, retention, and net retention targets for enterprise customers.
• Act as the main point of contact and trusted advisor, partnering with Account Executives for customer experience and commercial alignment.
• Drive feature adoption by building shared Success Plans, providing strategic guidance and day-to-day advice.
• Proactively analyze product usage, identify opportunities/risks, and provide continuing education on hirify.global features.
• Advocate for customers, synthesize product feedback for development, and act as a point of escalation.
• Coordinate with various hirify.global teams to ensure seamless customer support and provide mentorship to junior colleagues.

Requirements

• 3-6 years of relevant experience in customer success, onboarding, implementations, or project management.
• Excellent written and verbal communication skills with strong follow-up abilities.
• Proven track record managing complex, high-value accounts with multiple stakeholders.
• Strong time management skills; project management experience (PMP, Agile certifications are a plus).
• Technical domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML).

Culture & Benefits

• Competitive compensation including equity, retirement plans, and Employee Stock Purchase Plans.
• Flexible paid time off and comprehensive benefit plans (medical, dental, vision, life, disability, family services).
• Professional development with career pathing, learning platforms, and a yearly stipend.
• Curated in-office experience to foster community, team connections, and innovation, supporting hybrid ways of working.
• Opportunities for community give-back, Employee Resource Groups, and a collaborative, transparent, and fun culture.