Customer Success Manager

TL;DR

Customer Success Manager: Orchestrating the end-to-end customer lifecycle from onboarding to renewals and expansions, building executive relationships, and driving adoption. Focus on managing a portfolio of strategic accounts, identifying churn risks, and executing mitigation plans to ensure retention and ARR growth.

Location: Candidate must be based in Spain

Company

The hirify.global Group is a global family of companies providing enterprise software, tailored solutions, and services across various technology ecosystems.

What you will do

• Manage a portfolio of strategic accounts focusing on growth and retention, prioritizing actions by impact and risk.
• Orchestrate onboarding and adoption activities, coordinating trainings, workshops, and reviews.
• Define and execute a strategic cadence with executive EBRs/QBRs to demonstrate ROI.
• Build and maintain relationships with champions and decision-makers, ensuring executive sponsorship and tangible value realization.
• Monitor account health, identify churn risks, and execute mitigation plans based on usage/adoption data.
• Prepare renewals and plan expansions by identifying new use cases/departments and driving cross-sell/upsell.

Requirements

• Experience managing B2B post-sales portfolios with a focus on adoption, retention, and expansion.
• Experience coordinating onboarding, trainings, workshops, office hours, and executive reviews.
• Ability to map accounts, identify cross-sell/upsell opportunities, and prepare renewals alongside Account Management.
• Capability to diagnose account health, detect churn risks, and execute mitigation plans based on usage/adoption data.
• Clear, persuasive communication with strong value storytelling and executive presentation skills.
• Consultative, outcomes- and ROI-oriented approach to connecting challenges with measurable results.
• Professional English required for interaction with global teams and clients.

Nice to have

• Experience in SaaS/productivity/digital transformation solutions.
• Proficiency with CRM and customer success/BI tools.
• Comfort working with usage and adoption metrics.

Culture & Benefits

• Flexible working hours and a generous holiday (PTO) allowance.
• Remote-first work environment with additional support for home office setup.
• Exceptional Time Away Policy including fully paid leave for birthing/non-birthing parents, adoption, IVF, and women's health needs.
• Access to RAIN sales training and an Udemy Business account for continuous learning and development.
• A culture that values and practices work-life balance and inclusivity.