Senior Mid-Market Customer Success Manager (SaaS)

TL;DR

Senior Mid-Market Customer Success Manager (SaaS): Manage relationships with high-value mid-market customers to ensure satisfaction and maximize product value with an accent on customer retention, onboarding, and expansion. Focus on building trusted advisor relationships, forecasting growth, and collaborating cross-functionally to solve customer issues and drive platform adoption.

Location: Hybrid - London, United Kingdom

Company

hirify.global is a leading AI-powered customer engagement platform serving over 1,200 brands globally, focused on delivering personalized cross-channel experiences with enterprise-grade security.

What you will do

• Proactively manage a portfolio of mid-market customers with $100k+ ARR
• Ensure smooth onboarding and implementation phases
• Forecast retention and growth, collaborating with Customer Account Managers on expansion
• Coordinate with support and cross-functional teams to resolve customer issues
• Lead regular check-ins, produce executive business reviews, and drive client satisfaction
• Advocate customer needs in product discussions and identify new business opportunities

Requirements

• Location: Hybrid role based in London, UK
• Exceptional communication and interpersonal skills
• Strong technical understanding including APIs, HTML, CSS, and JavaScript
• Experience with email marketing, push, or SMS software
• Willingness to travel up to 25% of the time
• Passion for startups, software, and SaaS products

Culture & Benefits

• Competitive salary, meaningful equity, and pension
• Comprehensive private medical insurance
• Additional paid holidays (Balance Days) and flexible PTO
• Paid parental leave, fertility and adoption assistance, and paid sabbatical
• Monthly wellness and professional development allowances
• Complete laptop workstation provided