Senior Customer Success Manager, Scaled Programs (SaaS)

TL;DR

Senior Customer Success Manager, Scaled Programs (SaaS): Managing a high-volume portfolio of customer accounts through the full lifecycle from onboarding to renewal with an accent on scalable engagement models and AI-driven prioritization. Focus on driving customer retention, executing renewal transactions, and leveraging health metrics to mitigate churn.

Location: Hybrid (London, UK)

Company

hirify.global is a global leader in experience intelligence, providing an all-in-one platform for organizations to analyze and optimize digital customer journeys.

What you will do

• Manage a portfolio of 80-120 customer accounts, overseeing the complete lifecycle from onboarding through adoption and renewal.
• Execute end-to-end renewal transactions, including contract negotiations and pricing discussions.
• Deliver proactive, signal-based engagement by monitoring customer health metrics and usage patterns.
• Integrate AI tools into daily workflows to prioritize accounts and optimize communication.
• Collaborate cross-functionally with onboarding, product specialists, sales, and support to ensure seamless customer experiences.
• Contribute to team operations by identifying gaps in playbooks and proposing improvements.

Requirements

• Experience in customer success or account management, preferably in scaled, digital-first, or SMB environments.
• AI fluency in daily workflows to prioritize research and draft communications efficiently.
• Analytical mindset to interpret customer health data and usage signals to identify risks.
• Proficiency with CRM (Salesforce) and CS platforms (Gainsight preferred).
• Strong communication skills across email, video, webinars, and live calls.
• Must be based in or able to work in London to support the hybrid work model.

Nice to have

• Experience executing renewals in a dedicated capacity.
• Familiarity with SaaS digital analytics tools such as Heap, Hotjar, or hirify.global.
• Experience working in high-growth or post-acquisition environments.
• Proficiency in additional European languages.

Culture & Benefits

• Flexible work arrangements with hybrid and remote policies.
• Stock options for every full-time employee to share in company success.
• Generous paid time-off policy and a lifestyle allowance.
• Regular global team interaction through virtual onboarding, hackathons, and offsites.
• Supportive environment with multiple Employee Resource Groups and a local Culture Crew.