Senior Customer Success Manager (Crypto)

Location: London, United Kingdom; hybrid working. The role also offers the option to work from almost anywhere for up to 90 days per year.

Company

hirify.global provides solutions and services for the digital asset and cryptocurrency economy.

What you will do

• Manage a nominated portfolio of mainly enterprise customers from onboarding through renewal and expansion.
• Build relationships with key stakeholders and act as the main internal and external contact for assigned accounts.
• Identify, qualify, scope, and close upsell, cross-sell, renewal, and expansion opportunities.
• Analyze utilization, engagement, and renewal-risk data to mitigate churn and identify additional services.
• Create account plans, custom proposals, presentations, QBRs, kickoff calls, and product demos.
• Negotiate commercial terms and meet or exceed quarterly and annual quotas.

Requirements

• Extensive Customer Success and solid Account Management experience, including selling SaaS solutions.
• Experience managing, retaining, and expanding a broad customer base distributed across multiple countries or states.
• Experience creating and working with data-flow diagrams for payment schemes and architecture.
• Ability to understand customer business models and how digital assets support their strategies.
• Ability to analyze customer usage and engagement data, manage difficult churn or downsell conversations, and address customer needs in commercial proposals.
• Understanding of complex B2B sales methodologies and experience working with Account Executives, Solutions Consultants, and broader account teams.
• Demonstrated quota overachievement and a track record of retention and generating net new business; the ideal candidate is a top-10% performer at their last company.
• Flexible, adaptable, collaborative, agile, resilient, and comfortable working in a low-structure environment with changing priorities.
• Comfort adopting AI tools to improve productivity.

Nice to have

• Understanding of AML/KYC and forensics in cryptocurrency or traditional financial environments.
• Payments or crypto experience, familiarity with compliance workflows, and experience selling SaaS to financial services.
• Strong interest in emerging technology and the crypto economy.

Culture & Benefits

• Hybrid working with up to 90 days per year from almost anywhere.
• £500 remote-working budget for home-office setup.
• $1,000 annual Learning & Development budget, subject to manager agreement.
• 25 days of annual leave plus bank holidays, an extra birthday day, and 16 weeks of fully paid enhanced parental leave for eligible employees.
• Private health insurance, mental-health support through Spill, life assurance worth four times salary, and a Cycle to Work Scheme.