Digital Customer Success Manager (E-commerce)

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.