Customer Success Executive (SaaS)

TL;DR

Customer Success Executive (SaaS): Managing and developing relationships with B2B SaaS clients in the Property Industry with an accent on driving customer satisfaction, renewals, and upsell opportunities. Focus on building strong client relationships, proactive churn mitigation, and leveraging data-driven insights to maximize client value.

Location: Hybrid in London, UK (with everyday flexibility)

Company

hirify.global is a B2B SaaS company which creates software solutions that connect businesses and consumers, powering more than half of all UK housing transactions each year.

What you will do

• Serve as the primary point of contact for an assigned client portfolio, building strong relationships with key decision-makers.
• Lead contract renewals and identify upsell/cross-sell opportunities to maximize account value and revenue growth.
• Develop and execute strategies to mitigate churn, proactively addressing at-risk clients' concerns.
• Manage the onboarding process for new clients and provide personalized training sessions and resources.
• Act as the voice of the customer within Alto Software, relaying client feedback to product development teams.
• Monitor and report on client account health, usage metrics, and satisfaction levels, providing data-driven recommendations.

Requirements

• Experience in sales, account management, customer success, or relationship management, preferably within the SaaS or property industry.
• Strong understanding of SaaS business models and the software implementation lifecycle.
• Proven track record of managing client relationships and driving account growth.
• Excellent communication, presentation, and problem-solving skills.
• Proficient in CRM tools (e.g., Salesforce) and familiar with account management software.
• Ability to analyse data and generate actionable insights for clients.

Culture & Benefits

• Everyday Flex for greater flexibility over where and when you work.
• 25 days annual leave + extra days for years of service, plus Festive Closure and a Digital Detox day.
• Cycle to work, electric car schemes, and free Calm App membership.
• Enhanced Parental leave and Fertility Treatment Financial Support.
• Group Income Protection, private medical insurance, and 7.5% company pension contribution.
• Discretionary annual bonus up to 10% of base salary and talent referral bonus up to £5K.