Customer Success Lead (SaaS)

TL;DR

Customer Success Lead (SaaS): Taking ownership of key customer relationships and scaling the Customer Success function with an accent on building strong relationships across product, content, and commercial stakeholders. Focus on improving consistency and quality across customer interactions, defining best practices, and identifying expansion opportunities.

Location: Remote (UK)

Company

hirify.global is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms.

What you will do

• Own a portfolio of Tier 1 / strategic accounts.
• Support and guide CSMs on account strategy, prioritisation, and execution.
• Improve consistency and quality across customer interactions.
• Help define and embed best practices, processes, and ways of working.
• Contribute to Net Revenue Retention (NRR) through strong account management.
• Surface and qualify expansion opportunities within accounts.

Requirements

• Have experience managing high-value SaaS accounts.
• Are comfortable working commercially, even if not directly closing deals.
• Have partnered closely with Sales on expansion or upsell motions.
• Have experience mentoring or leading others (formally or informally).
• Can balance strategic thinking with hands-on execution.
• Are confident working with senior stakeholders in complex organisations.

Culture & Benefits

• 33 days’ holiday.
• High end laptop - macOS or Windows.
• Up to £700 to spend on a chair, desk or any other necessary workspace equipment to kit out your home office.
• £750 budget every two years to choose your own mobile phone + monthly mobile contract paid for.
• Enrolment in workplace pension scheme with matched employer contributions.
• Paid training to further your skills.

Hiring process

• Online Video Interview (short recorded responses to a set of questions).
• Interview with Charlie (CRO).
• Follow-up Task & Presentation.