Manager, SMB Customer Success (SaaS)

TL;DR

Manager, SMB Customer Success (SaaS): Leading a team of Customer Success Managers to drive adoption, retention, and long-term value for a large SMB portfolio with an accent on scalable engagement models and data-driven insights. Focus on optimizing automated workflows, coaching team members, and leveraging AI to enhance efficiency and customer impact.

Location: Must be based in the UK (Hybrid)

Company

hirify.global is a leading HRIS platform designed for modern, global, and collaborative mid-size businesses, helping them transform how they manage and retain talent.

What you will do

• Manage and lead a team of CSMs focused on high-volume accounts to drive retention and product stickiness.
• Coach team members on balancing 1:many and targeted 1:few engagement models to maximize impact.
• Analyze customer health metrics and adoption trends to translate insights into actionable interventions.
• Continuously optimize the scaled SMB customer success strategy using automation, digital journeys, and community programs.
• Serve as the customer advocate by collaborating cross-functionally with Product, Marketing, and GTM teams.
• Leverage AI tools in workflows to improve internal processes and increase operational scalability.

Requirements

• Location: Must be based in the UK
• Proven experience leading and managing a Customer Success team in a SaaS environment.
• Experience managing large SMB customer portfolios through tech-touch or digital engagement models.
• Strong analytical mindset with proficiency in tools like Gainsight, ChurnZero, or HubSpot.
• Deep understanding of SaaS products and ability to build/scale CS processes.
• Experience coaching teams across different geographies is considered an advantage.

Nice to have

• Knowledge of HR tech platforms like ATS, HRIS, or payroll.
• Experience leading geographically distributed teams.

Culture & Benefits

• Competitive compensation and benefits package including a cash allowance for health insurance.
• Hybrid work model with a provided work-from-home allowance for office setup.
• Bob balance days providing company-wide long weekends each quarter.
• Annual Headspace subscription and wellness benefits.
• Travel support including cycle schemes and season ticket loans.
• Opportunity for temporary remote work from anywhere globally for up to 2 months (after 6 months tenure).