Customer Experience Manager (SaaS)

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.