Manager, Enterprise Customer Success (HR Tech)

TL;DR

Manager, Enterprise Customer Success (HR Tech): Managing and developing a team of Customer Success Managers, focusing on driving adoption, value realization, and expansion for enterprise accounts. Focus on building account-specific relationship frameworks, mitigating churn risks, and collaborating cross-functionally to achieve customer business goals.

Location: Hybrid in the UK, United Kingdom

Company

hirify.global helps modern, mid-size businesses transform how they manage people with an intuitive, data-driven HR platform.

What you will do

• Manage, mentor, and lead a team of Customer Success Managers, focusing on adoption, value realization, advocacy, and expansion.
• Build and execute account-specific relationship frameworks, including success plans and business reviews.
• Collaborate with customers to help them achieve business goals and promote best practices.
• Act as a trusted advisor and customer advocate within hirify.global, collaborating with Product, Development, Marketing, and Sales teams.
• Protect existing revenue streams and identify new opportunities for growth.
• Assess client health, mitigate risks, and prevent churn, meeting retention, expansion, and advocacy KPIs.

Requirements

• English: Fluent required.
• Proven ability to hire, mentor, and develop diverse customer success teams.
• Experience building and scaling customer success processes and structures.
• Exceptional relationship-building, stakeholder engagement (including C-suite), negotiation, and conflict-resolution skills.
• Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is an advantage.
• Proficiency with analytics tools (e.g., Gainsight, Tableau) and data-driven decision-making.
• Demonstrable experience leading customer success or account management teams in a SaaS environment.
• EMEA market expertise, including region-specific compliance (e.g., GDPR, labor laws).
• Background in HR platforms and AI/automation implementation.

Nice to have

• Additional EMEA languages (e.g., German, Portuguese) are a plus.

Culture & Benefits

• Company share options plan and pre-IPO equity.
• Cash allowance for health insurance, annual vision allowance, Headspace subscription, and wellness benefits.
• Travel support (cycle scheme, season ticket loans) and work from home allowance.
• Hybrid working from day 1.
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
• "Bob balance days" (company-wide long weekends) and 2 social impact days for volunteering.
• Awesome employee referral program and pension scheme auto-enrolment.
• Fun company and team social events.