Customer Success Manager (SaaS)

Location: Hybrid working pattern with regular trips to the Manchester office; full week in the office during initial training, then up to twice per month. Working hours are 9:00–17:30, Monday to Friday.

Salary: £40,000–£52,000 per year.

Company

hirify.global is a Manchester-based SaaS company providing a product intelligence platform that delivers consumer data to manufacturers and retailers.

What you will do

• Liaise with end-user contacts and onboard new customers, targeting time to first value within one week.
• Drive adoption and engagement with the hirify.global platform across innovation, Stage & Gate, brand, and category planning processes.
• Deliver contracted support, manage the customer helpdesk, and maintain service levels in line with agreements and account plans.
• Track customer health, usage, functionality adoption, and high-risk accounts, escalating issues to the Account Manager when needed.
• Prepare for and participate in internal and customer QBRs, while identifying upsell and expansion opportunities.
• Advocate for customer needs, train users on new functionality, and manage migration to Predict.

Requirements

• Experience using technology to automate product training and customer-query responses.
• Research experience in CPG or agencies, with the ability to understand customer objectives and connect them to platform use cases.
• Experience training customers and building strong customer relationships.
• Effective communication, attention to detail, and high-quality output standards.
• Ability to manage workload independently and prioritize customers appropriately.
• Availability for regular attendance at the Manchester office as part of the hybrid working pattern.

Culture & Benefits

• Hybrid working with the option to work from anywhere for up to four weeks per year.
• Company-paid medical cash plan, life assurance, and enhanced parental leave.
• Enhanced annual leave, a birthday day off, and a volunteering day.
• Access to a global benefits and reward platform.
• Well-being support and Employee Assistance Programmes.

Hiring process

• Transparent selection process with discussions about ambitions, growth plans, and role context.
• Opportunity to meet the potential line manager and team members, complete a live task, and visit the Manchester headquarters.