Customer Success Manager

TL;DR

Customer Success Manager: Owning a portfolio of hirify.global customers in the UK & EMEA with clear accountability for retention and expansion performance against defined targets with an accent on building and closing expansion pipeline. Focus on running Success Plans aligned to customer goals, leading QBRs, value reviews and structured cadence meetings.

Location: Hybrid (3 days in Wimbledon HQ). Must be the sole CSM for UK & EMEA.

Company

hirify.global is a leading provider of helpdesk software, offering an omnichannel customer support platform that empowers organisations to manage their customer communications efficiently.

What you will do

• Owning a portfolio of strategic, growth and scaled customers representing significant ARR and growth potential.
• Building and closing expansion pipeline; focused on upsell and cross-sell opportunities.
• Delivering against retention targets.
• Running Success Plans aligned to customer goals.
• Leading QBRs, value reviews and structured cadence meetings.
• Collaborating cross-functionally with Product, Support, Solutions and Marketing.

Requirements

• 3+ years in a B2B SaaS Customer Success Manager or Account Manager role
• Strategic Portfolio Ownership: A history of owning a portfolio of strategic, growth and scaled customers representing significant ARR
• Regional Autonomy: You are comfortable acting as the sole CSM for UK & EMEA, with a high-volume book of business to prioritise.
• Growth Mindset: Proven track record of identifying, building and closing expansion opportunities.
• Stakeholder Navigation: Experience building deep relationships across the customer organisation, running Success Plans to align product value to their unique goals.
• Outcome-Driven Curiosity: A natural inclination to dig deep into customers' business challenges.

Culture & Benefits

• Competitive salary + performance incentives
• Employee equity scheme
• 25 days holiday + UK Bank Holidays
• Hybrid working (3 days in Wimbledon HQ)
• Personal development budget
• BUPA Private Healthcare
• Pension scheme
• Team lunches, socials and seasonal events