TL;DR

Customer Experience Manager (SaaS): Owns the complete customer journey, designs scalable processes, and drives team culture during a pivotal scaling phase. Focus on managing strategic customer relationships, identifying expansion opportunities, and translating customer insights into actionable strategies.

Location: Must be based in the United Kingdom

Company

%hirify_global% delivers advanced, location-based technology solutions that safeguard people and ensure operational continuity for organizations worldwide.

What you will do

Build and mentor a high-performing team to define our customer success function.
Manage strategic customer relationships, conduct business reviews, and identify expansion opportunities.
Own the complete renewal cycle, targeting 95%+ renewal rates.
Develop relationships with key technology and channel partners, creating joint initiatives that amplify customer success.
Implement AI transformation initiatives, including health scoring systems and digitizing onboarding processes.
Translate customer insights into actionable strategies that shape our product roadmap.

Requirements

Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.
Track record managing portfolios worth £500K+ ARR in scaling environments.
Experience working within early-stage Customer Success functions.
Experience managing key accounts and channel partners.
Bachelor's degree in Business, Marketing, or a related field.

Culture & Benefits

Competitive base salary + commission + comprehensive travel expenses.
Opportunity to make an impact on the company's development.
Variety, including travel to customer and partner sites (up to 25%), with potential international destinations.
Autonomy to own your domain with the resources and trust to execute your vision.
Opportunity to be part of an AI transformation journey.