Customer Success Associate (SaaS)

TL;DR

Customer Success Associate (SaaS): Leading the onboarding and optimization of a SaaS platform for enterprise accounts, ensuring customers achieve maximum value throughout their lifecycle with an accent on relationship management, proactive engagement, and identifying adoption gaps. Focus on driving product utilization, analyzing usage patterns, and collaborating with internal teams to ensure a seamless customer experience.

Location: Hybrid in London, UK

Company

hirify.global brings brands to life through type and technology that consumers engage with every day, specializing in the design, development, licensing, and management of typefaces and font technologies for global brands.

What you will do

• Lead onboarding and platform configuration for enterprise accounts, ensuring successful onboarding within ~90 days.
• Build and manage strong, trust-based relationships with low- to mid-touch accounts.
• Serve as the customer advocate, collecting feedback and identifying friction points with Product and Support teams.
• Analyze customer usage patterns, engagement data, and health scores to identify adoption gaps or risks.
• Design and deliver best-practice recommendations that drive product utilization and customer ROI.
• Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to develop mitigation plans.

Requirements

• 3–5 years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Fluency in both English and German language skills, with the ability to read and write in both languages.
• Proven ability to manage customer relationships and drive adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills, including customer presentations or training delivery.
• Proficiency with CRM systems, automation tools, and ideally customer success platforms.
• Excellent organizational and time-management skills, comfortable managing multiple accounts simultaneously.

Culture & Benefits

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage.
• Competitive compensation with a corporate bonus program.
• A creative, innovative, and global working environment in the creative and software technology industry.
• Professional onboarding program with robust targeted training.
• Development and advancement opportunities with high internal mobility across the organization.