Customer Success Manager (Mid-Market Customers)

TL;DR

Customer Success Manager (SaaS): Managing mid-market customer relationships to drive adoption and value of the product intelligence platform with an accent on onboarding, usage tracking, and retention. Focus on reducing logo churn, improving NPS, and identifying upsell opportunities through strategic account management.

Location: Hybrid (Manchester, UK). Regular trips to the Manchester office are required (up to twice per month).

Salary: £40,000–£52,000

Company

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

What you will do

• Onboard new customers and ensure time-to-first-value (TTFV) is achieved within one week.
• Drive product adoption and deepen engagement within the innovation cycle and category planning processes.
• Track customer usage and health scores, taking corrective action for high-risk accounts.
• Manage the customer helpdesk and maintain SLAs of under 2 hours.
• Participate in Quarterly Business Reviews (QBRs) and identify growth and upsell opportunities.
• Advocate for customers regarding product features and usability improvements.

Requirements

• Research experience in CPG or agencies to understand and translate customer objectives.
• Proven ability to train customers and build long-term professional relationships.
• Strong communication skills and high attention to detail.
• Ability to work in a hybrid pattern with regular travel to the Manchester office.

Culture & Benefits

• Hybrid working model with flexibility.
• Company-paid medical cashplan and life assurance.
• Enhanced annual leave and a day off for your birthday.
• Access to a global benefits and reward platform and wellbeing support.
• Volunteering day and enhanced parental leave.

Hiring process

• Dialogue to establish career fit and discuss ambitions.
• Engagement with the Line Manager and team members.
• Live task to showcase skills and a visit to the Manchester HQ.