Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing enterprise climate program software adoption and client relationships with an accent on ESG data integration and retention. Focus on driving product value, executing renewals and upsells, and resolving complex customer issues in a fast-paced environment.

Location: Must be based in London, UK (Hybrid)

Salary: £50,000–£55,000 per year

Company

hirify.global is a B Corp certified enterprise software company building technology to manage climate impact, carbon emissions, and ESG data for businesses.

What you will do

• Act as the primary point of contact for enterprise clients throughout their lifecycle, from onboarding to renewals.
• Develop and implement tailored onboarding, adoption, and retention plans to drive product success and minimize churn.
• Analyze customer usage data to identify trends, promote product updates, and proactively address potential issues.
• Collaborate with Sales and Implementation teams to manage complex negotiations and ensure a seamless experience.
• Educate clients on product capabilities through webinars, documentation, and training content.
• Leverage AI tools daily to optimize workflows, improve decision-making, and support customer satisfaction metrics like NPS and CSAT.

Requirements

• 3+ years of experience in customer success, account management, or business development.
• Must be located in or willing to work from London, UK.
• Strong understanding of the ESG/Sustainability industry.
• Professional experience with SaaS solutions, ideally within B2B Enterprise markets.
• Proven ability to manage complex organizations, lead intricate negotiations, and solve problems independently.
• Hands-on experience with CRM platforms and customer success software.

Nice to have

• Experience using Intercom for customer support and engagement.
• Previous experience working with AI-enhanced productivity tools.

Culture & Benefits

• Hybrid work model designed to balance professional collaboration and personal flexibility.
• Opportunity to work on climate impact technology with a certified B Corporation.
• Direct involvement in shaping the growth and strategy of an early-stage, mission-driven business.
• Emphasis on continuous learning and experimentation with AI as a daily partner in operations.