Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing the full lifecycle of high ARR accounts from onboarding to renewal with an accent on relationship building and value delivery. Focus on identifying upsell opportunities, managing senior stakeholders, and ensuring long-term customer retention.

Location: Hybrid (London, UK). Must be able to work from the London office, with a part-time model encouraging attendance on Mondays and Wednesdays.

Company

hirify.global is a London-based B2B SaaS company providing an AI-powered revenue-content platform designed to help marketers maximize content ROI and drive measurable pipeline impact.

What you will do

• Manage the full lifecycle of a portfolio of high ARR customer accounts from onboarding to renewal.
• Identify and mitigate risks and uncover growth opportunities through standardized processes.
• Develop and nurture strategic relationships with customer champions and senior stakeholders.
• Drive upsell opportunities within accounts and coordinate cross-sell efforts with the Sales team.
• Contribute to the wider CS team by leading projects and establishing best practices.
• Ensure account health and a premium customer experience using available tech-touch resources.

Requirements

• Proven experience as a dependable and driven CSM with a track record of delivering results.
• Proficiency with CS tools and software such as HubSpot, Vitally, and Google Suite.
• Strong interpersonal and communication skills for interaction with executive audiences.
• Ability to manage cross-functional projects in a fast-paced, dynamic environment.
• Must be based in or able to commute to the London HQ.

Culture & Benefits

• Competitive base salary and share options within the company.
• Generous holiday allowance (up to 25 days) plus bank holidays and an extra day for your birthday.
• Comprehensive health package including private medical insurance, group income protection, and life assurance.
• Workplace pension scheme and wellness perks via Benefithub and Pluxee (gym discounts).
• Flexible hybrid working model balancing home and office time.