Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading a team of Customer Success Managers to ensure the satisfaction and growth of enterprise accounts with an accent on retention and revenue maximization. Focus on building strategic stakeholder relationships, designing scalable CS playbooks, and aligning product roadmaps with customer needs.

Location: London, United Kingdom (Hybrid)

Company

hirify.global is a digital experience platform that uses composability and AI to help businesses deliver personalized content at scale for over 4,200 organizations.

What you will do

• Recruit, hire, and mentor CSMs, fostering a culture of accountability and continuous improvement.
• Manage high-value enterprise account portfolios as a trusted advisor to key stakeholders.
• Collaborate with sales leadership to drive territory strategy and meet shared retention targets.
• Create playbooks and best practices to scale customer success operations.
• Feed structured customer insights back to Product and Engineering teams to influence the roadmap.
• Execute a strict forecasting cadence for pipeline health and quota progress.

Requirements

• 5+ years of experience in CS or account management leadership, preferably in B2B SaaS.
• Deep expertise in enterprise customer needs and decision-making processes.
• Proven ability to drive customer adoption, satisfaction, and retention.
• Strong leadership skills with a track record of meeting KPIs.
• Bachelor's degree in Business, Computer Science, or similar.
• Must be based in London, United Kingdom.

Culture & Benefits

• Stock options for full-time employees to share in company success.
• Comprehensive fertility and family building benefits.
• Generous paid time off, including education, volunteer, and compassion days.
• Annual wellbeing stipend and professional education budget.
• Monthly communication and phone hardware stipends.
• Office equipment stipend for hybrid employees.