Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Working with high- and medium-tier customers to maximize value and drive retention and expansion opportunities for cloud-based spend management solutions with an accent on strategic customer engagement, commercial expertise, and scalable success initiatives. Focus on identifying at-risk customers, collaborating cross-functionally for mitigation, and supporting new business sales processes.

Location: Hybrid in London or Manchester, UK

Company

hirify.global is a global leader in cloud-based spend management solutions, transforming finance with AI.

What you will do

• Prepare and maintain customer success plans, tracking progress and outcomes.
• Conduct Customer Business Reviews, translating customer data and process insights into clear business outcomes.
• Partner with Account Management to lead Account Governance Meetings, including product roadmap updates and performance KPIs.
• Identify opportunities for additional modules or services and support expansion efforts.
• Proactively identify at-risk customers and collaborate cross-functionally to define and execute mitigation plans.
• Create and deliver self-service and TechTouch content, including FAQs, tutorials, and webinars.

Requirements

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting.
• Proven experience working with accounts payable processes and strong familiarity with the end-to-end purchase-to-pay (P2P) domain.
• Demonstrated commercial expertise, including sales results, successful commercial decisions, or revenue-driving initiatives.
• Strong communication skills with the ability to build trusted relationships and understand customer needs.
• Deep understanding of accounts payable processes and broader business processes.
• Strong commercial mindset with the ability to identify customer pain points and expansion opportunities.

Nice to have

• Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred.

Culture & Benefits

• Join a diverse, global community where curiosity is celebrated.
• Values of Connect, Question, and Own guide how we work and grow together.
• Opportunity for career and professional development.
• Collaborative and meritocratic work culture and supportive leadership.
• Freedom to focus on transforming the future of finance with AI or finding balance to go home on time.