Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading and mentoring a global Customer Success team to enhance client experiences and drive retention with an accent on scalable systems and technology-driven processes. Focus on defining a global strategy, leveraging data for decision-making, and fostering cross-functional collaboration.

Location: Hybrid (Manchester)

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Lead and mentor a geographically distributed Customer Success team.
• Define and execute a global CSM strategy leveraging automation and AI.
• Own the end-to-end post-sales experience, ensuring alignment with customer goals.
• Champion scalable, technology-driven processes and tools.
• Collaborate with Sales, Product, and Support to align on client outcomes.
• Use customer health data to manage risk and identify expansion opportunities.

Requirements

• Proven leadership experience in a Customer Success role at a SaaS company.
• Experience in configurable, project-based implementations.
• Deep understanding of customer lifecycle management.
• Familiarity with Customer Success platforms and CRM tools.
• Excellent communication and stakeholder management skills.