Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a large portfolio of SMB accounts within a Salesforce DevOps platform with an accent on driving product adoption, identifying expansion opportunities, and ensuring customer retention. Focus on proactive relationship building, leading discovery conversations, and acting as a trusted advisor to help customers achieve their technical maturity goals.

Location: Hybrid role based in Cambridge, UK; requires regular office attendance (2-3 days per week)

Company

hirify.global is a leading product-driven Salesforce DevOps platform trusted by global companies to streamline development and deployment.

What you will do

• Own and nurture a portfolio of approximately 500 accounts to ensure long-term customer success.
• Identify expansion opportunities and proactively manage retention by uncovering new use cases and addressing risks.
• Conduct discovery calls, product discussions, and success reviews with customers to align with their business goals.
• Act as the internal voice of the customer, sharing insights with product, marketing, and sales teams.
• Partner with Account Managers and Support to ensure high levels of service and product value realization.
• Contribute to the team's ongoing experimentation and improvement of customer engagement strategies.

Requirements

• Must be able to work from the Cambridge office (2-3 days per week)
• Proven experience in a B2B customer-facing role such as Customer Success, Account Management, or Sales.
• Ability to communicate complex technical topics clearly and effectively.
• Strong organizational and prioritization skills for managing a large volume of accounts.
• Genuine motivation to understand customer goals and drive their success.
• Commercially curious mindset with a focus on relationship growth.

Nice to have

• Previous experience working within a B2B SaaS environment.

Culture & Benefits

• Generous personal development budget of £1500 per year for professional training.
• Opportunity to join the company Long Term Incentive Plan.
• Comprehensive health package including Bupa healthcare, life insurance, and critical illness cover.
• 25 days of holiday plus bank holidays with the option to purchase additional days.
• Flexible hybrid working environment with free lunches provided in the office.
• Company pension plan with matching up to 5%.