TL;DR

Digital Customer Success Manager (E-commerce): Driving adoption, value, and retention at scale across a portfolio of customers with an accent on digital-first, data-driven customer success. Focus on proactive engagement, structured onboarding, and continuous product adoption in e-commerce, logistics, and post-purchase.

Location: Hybrid. Must be based in Germany (Munich) or the UK (London), with remote options within these countries.

Company

%hirify_global% is a rapidly growing technology company providing a post-purchase platform that helps brands transform customer touchpoints into engagement and loyalty.

What you will do

Be the primary post-launch owner for digital/mid-market accounts, ensuring long-term value realization and retention.
Drive product adoption and outcomes at scale using digital touchpoints, campaigns, and learning paths.
Develop a deep understanding of customer business goals, operational challenges, and KPIs across e-commerce, logistics, customer service, and post-purchase.
Proactively monitor customer health signals, usage data, and risk indicators to intervene early and prevent churn.
Guide customers on best practices, new features, and use cases, helping them continuously evolve their %hirify_global% setup.
Run structured success motions, including onboarding follow-ups, adoption check-ins, and renewal readiness.

Requirements

2–4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
Experience managing a large book of business using a digital/1-to-many Customer Success model.
Strong ability to prioritize, segment, and scale your time effectively while maintaining high-quality customer outcomes.
Data-driven mindset with experience using customer health scores, usage data, and KPIs to guide decisions.
Strong communication and presentation skills, comfortable running webinars, trainings, and customer sessions.
Commercial awareness, with the ability to identify retention risks and growth opportunities.
Experience working cross-functionally with Sales, Product, Engineering, and Support.
Fluent in English and German (written and spoken) required.

Nice to have

Experience or good understanding of e-commerce, post-purchase journeys, or logistics.

Culture & Benefits

Flexible work options: entirely from home, in an office, or a mix that suits you, with co-working space reimbursement.
Comprehensive 30-60-90 day onboarding plan.
Home office set-up budget and latest MacBook or PC provided.
Career development opportunities, including Leadership Development Programs, online language courses, and access to LinkedIn Learning.
Free meditation, mindfulness, and coaching sessions via nilo.health.
Regular company retreats, %hirify_global% events (in-person and online), and team off-sites.
Be part of a motivated, diverse, and international team with over 34 different nationalities.