Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of post-go-live customers to drive adoption, retention, and growth for an AI search platform with an accent on technical product implementation and ROI analysis. Focus on building long-lasting customer relationships, resolving complex account issues, and collaborating with cross-functional teams to maximize product value.

Location: Must be based in London, UK (Hybrid role)

Company

hirify.global is a market leader in AI search, powering predictive search and discovery experiences for over 17,000 businesses globally.

What you will do

• Drive post-go-live adoption and value realization to ensure customer retention and growth
• Conduct product training sessions to enable users effectively
• Collaborate with Solutions Architects to guide customers through technical project requirements
• Analyze account data to proactively identify churn risks and provide optimization recommendations
• Act as the voice of the customer to provide internal product feedback
• Track key account metrics and document the ROI delivered by the platform

Requirements

• Fluency in English and Arabic required
• 2-3 years of experience in customer success, account management, or digital consultancy within a SaaS environment
• Ability to manage a portfolio of accounts involving highly technical products
• Strong presentation, written, and verbal communication skills
• Proven track record in managing engagements to completion and ensuring satisfaction
• Demonstrated ability to prioritize tasks and influence internal and external stakeholders

Nice to have

• Professional proficiency in French

Culture & Benefits

• High-trust environment emphasizing impact over physical location
• Flexible workplace model with autonomy regarding work schedules
• Commitment to an inclusive and supportive global culture
• Focus on core values: Grit, Trust, Candor, Care, and Humility