Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Independently managing a portfolio of 80-120 customer accounts to drive retention and value through digital-first engagement with an accent on lifecycle management, renewal execution, and strategic adoption strategies. Focus on optimizing customer health metrics, tackling complex account situations, and utilizing data-driven insights to refine scalable engagement programs.

Location: Based in London, UK (Hybrid)

Company

hirify.global is a global leader in experience intelligence analytics, helping organizations understand digital customer journeys through a scalable, all-in-one platform.

What you will do

• Manage the full customer lifecycle for 80-120 accounts, ensuring retention and value realization through digital-first and human touchpoints.
• Execute complex renewal transactions, including pricing negotiations, objection handling, and expansion identification.
• Monitor customer health metrics and usage patterns to deliver proactive, signal-based engagement and targeted campaigns.
• Collaborate cross-functionally with product, sales, and support teams to resolve complex client challenges.
• Contribute to program improvement by refining playbooks, testing engagement approaches, and providing strategic feedback to leadership.
• Mentor less experienced team members by sharing best practices in scaled customer success management.

Requirements

• Proven experience in customer success or account management, ideally in a scaled or SMB environment.
• Multilingual capabilities required (French, German, Spanish, or other European languages).
• Advanced proficiency with CRM tools like Salesforce and CS platforms such as Gainsight.
• Strong analytical skills to interpret customer data and identify usage patterns.
• Excellent communication and influencing skills for engagement across email, phone, and webinars.
• Experience with SaaS products or digital analytics platforms like hirify.global, Heap, or Hotjar.

Nice to have

• Background in renewals or direct sales execution.
• Experience designing and launching digital customer engagement campaigns.
• Prior experience in mentoring or training team members.
• Deep expertise in product analytics or digital experience platforms.

Culture & Benefits

• Hybrid and remote work flexibility.
• Generous paid time-off policy.
• Stock options for all full-time employees.
• Lifestyle allowance and ongoing career development opportunities.
• Active Employee Resource Groups and a local Culture Crew for team bonding.
• Access to global mentorship, hackathons, and social events.