Customer Success Manager

TL;DR

Customer Success Manager: Help achieve revenue targets by renewing all services in existing SME clientele with an accent on cash collection, upsells, upgrades, and customer satisfaction. Focus on data-driven pipeline management, ticket prioritization, and cross-functional collaboration to optimize renewal rates.

Location: Leeds, UK (work from home flexibility; fully remote from anywhere for 1 month per year)

Company

hirify.global provides proprietary software and AI-driven back-office services for micro SMEs, including corporate secretary, accounting, bookkeeping, tax, payroll, and fintech payments across Singapore, Hong Kong, Australia, and the UK.

What you will do

• Achieve monthly cash collection targets through renewals, upsells, and upgrades.
• Deliver highest level of customer satisfaction and optimal renewal rates.
• Manage and track personal pipeline in a data-driven manner, prioritizing ticket resolutions.
• Collaborate with cross-functional teams (accounting, corpsec, product, data) to improve renewal processes and share best practices.
• Handle complex customer issues, troubleshooting, and escalations proactively.
• Take ownership of new projects from initiation to completion.

Requirements

• 8-10 years in Sales, Account Management, or Customer Success with sales targets and customer-facing experience
• Experience with SMEs, startups, and fast-paced environments
• Exposure to diverse cultures due to global clientele
• Strong English proficiency required
• Familiarity with Tableau, Zendesk, HubSpot
• Proven ability to resolve issues collaboratively and handle escalations

Nice to have

• Proven track record of sales-driven ownership, humility, structured thinking, and data-driven decision-making

Culture & Benefits

• Humility, kindness, and inclusive environment with flexibility in work hours and work from home.
• Generous paid time off, holiday schedules, and employee share ownership plan.
• High responsibility, autonomy, fast-paced learning, internal/external training, and AI excellence center.
• Certified B Corp committed to building a force for good.

Hiring process

• Introductory video interview and TA discovery call.
• Technical round (~60 min) with hiring team.
• Soft skills round (~60 min) with hiring manager.
• Offer, reference checks, and background screening (education, criminal history, political exposure, credit).