Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Customer Support): Manage strategic customer accounts to ensure satisfaction, retention, and growth with an accent on customer engagement, adoption, and cross-functional collaboration. Focus on building trusted advisor relationships, delivering ROI, and navigating complex customer needs in a SaaS environment.

Location: Munich, Germany, with hybrid work format and office-first culture requiring approximately three days a week onsite

Company

hirify.global is a leading AI-Ready Governance Platform™ enabling responsible data use and innovation, trusted by thousands of organizations worldwide.

What you will do

• Establish and maintain strategic relationships with customer stakeholders and executive sponsors throughout the customer lifecycle.
• Act as primary contact to guide customers through the hirify.global platform and collaborate cross-departmentally to provide product expertise.
• Drive customer adoption, retention, and growth by aligning customer and product roadmaps and managing escalations.
• Advocate customer needs internally by managing product feature requests and delivering business reviews.
• Utilize adoption metrics to identify risks and growth opportunities within assigned accounts.
• Manage a portfolio of enterprise and strategic customers to achieve Net ARR outcomes.

Requirements

• Location: Must be based in Germany
• Fluent German speaker required.
• Approximately 5 years of experience in client-facing roles such as CSM, professional services, or technical consulting.
• Strong communication skills and ability to engage with stakeholders at all levels including C-suite.
• Experience with SaaS solutions and customer success technologies like Salesforce and Gainsight.
• Willingness to travel up to 10% of the time.

Nice to have

• Experience working in fast-paced startup or high-growth environments.
• Entrepreneurial mindset and strategic thinking skills.

Culture & Benefits

• Comprehensive healthcare coverage and flexible PTO.
• Equity RSUs and annual performance bonuses.
• Retirement account support and 14+ weeks paid parental leave.
• Career development opportunities and company-paid privacy certification exam fees.
• Supportive OneTeam culture with focus on physical, mental, and emotional well-being.

Hiring process

• Initial interview with recruiter.
• Technical and role-specific interviews.
• Discussion of cultural fit and candidate expectations.