Customer Success Manager (SMB)

TL;DR

Customer Success Manager (SMB): Driving adoption and long-term engagement for small-to-medium business customers through scalable, tech-touch engagement and AI-driven communication tools with an accent on automation, community enablement, and data-driven workflows. Focus on managing a large portfolio efficiently, leveraging AI insights, and collaborating cross-functionally to maximize customer value and prevent risk.

Location: Hybrid in United Kingdom

Company

hirify.global is a fast-growing global HR platform helping mid-sized businesses transform workforce management and engagement.

What you will do

• Manage adoption of a large portfolio of SMB accounts with a 1:many enablement approach
• Host webinars, workshops, and facilitate community engagement
• Leverage AI tools for scalable customer communication and success automation
• Analyze adoption data to identify risks and take proactive actions
• Collaborate cross-functionally with Product, Operations, Marketing, and GTM teams
• Work closely with Account Managers to identify expansion opportunities

Requirements

• Location: Hybrid work based in the United Kingdom
• Previous customer success management experience in SaaS
• Experience managing a large book of SMB clients (100+ customers)
• Comfort with AI tools such as Chat GPT or Gemini
• Strong prioritization, execution skills, and track record of exceeding KPIs
• Experience with Salesforce, Zendesk, Tableau, or similar tools

Nice to have

• Background in HR or HRM

Culture & Benefits

• Company share options plan and pre-IPO equity
• Cash allowance for health insurance and wellness benefits
• Hybrid working from day one with work from home allowance
• Temporary remote work from anywhere for up to 2 months after 6 months employment
• Generous social impact days and employee referral program
• Fun social events and special birthday day off