Strategic Customer Success Manager (SaaS)

TL;DR

Strategic Customer Success Manager (SaaS): Ensuring enterprise customers achieve business value and long-term success through the adoption of the platform with an accent on stakeholder management and complex account health. Focus on building joint success plans, driving platform engagement metrics, and bridging customer needs with internal cross-functional teams.

Location: Must be based in the UK

Company

hirify.global is a visual workspace platform for innovation, enabling distributed teams to brainstorm, design, and build products through an infinite canvas.

What you will do

• Manage a strategic portfolio of hybrid UKI accounts with revenue exceeding £100k.
• Diagnose adoption gaps and co-create outcome-driven success plans to maximize retention and expansion.
• Act as the primary bridge between customers and internal teams including Product, Support, and Sales.
• Establish and nurture deep relationships with key decision-makers across various departments.
• Track and improve customer health metrics such as Activation, MAU, and overall engagement.
• Conduct quarterly executive business reviews to demonstrate platform ROI and strategic value.

Requirements

• 5+ years in a B2B SaaS Customer Success or strategic consulting role handling enterprise accounts.
• Proven track record of managing complex portfolios and executing large-scale adoption plans.
• Fluency in English required.
• Strong cross-functional collaboration skills with the ability to navigate internal organizational structures.
• Excellent communication and listening skills with a customer-centric, empathetic mindset.
• Demonstrated ability to drive business value and identify growth opportunities within existing accounts.

Nice to have

• Prior experience or deep curiosity regarding AI technology and its application in SaaS.
• Proficiency in industry-standard tools like Gainsight, Outreach, and Looker.

Culture & Benefits

• Comprehensive global benefits package including equity and wellbeing support.
• Annual Learning & Development stipend to support professional growth.
• Flexible work environment with a WFH equipment allowance.
• Collaboration-focused culture dedicated to fostering diversity, belonging, and innovation.