EMEA Customer Success Manager (SaaS)

TL;DR

EMEA Customer Success Manager (SaaS): Own a portfolio of high-value enterprise customers and deliver measurable business outcomes throughout the customer lifecycle with an accent on retention, expansion, and cross-sell. Focus on developing strategic account plans, monitoring health signals and usage data, and executing lifecycle programs.

Location: London (Remote) or Dublin (Remote)

Compensation: United Kingdom: £68,000–85,000 GBP OTE; Ireland: €74,000–92,500 EUR OTE

Company

hirify.global WebOps Platform powers the open web, running 300,000+ sites in the cloud for customers including Google, Princeton, and the United Nations, enabling management of WordPress and Drupal sites from a single dashboard.

What you will do

• Own end-to-end customer lifecycle management from onboarding through renewal and expansion for enterprise accounts.
• Conduct strategic success planning, stakeholder mapping, and executive business reviews to align on objectives.
• Monitor customer health, usage data, and sentiment to proactively identify risks and opportunities.
• Execute lifecycle programs and playbooks to increase adoption, value realization, and retention.
• Drive commercial outcomes by identifying and executing upsell and cross-sell opportunities.
• Collaborate cross-functionally with Sales, Product, Support, Marketing, and Operations teams.

Requirements

• 5-10 years in Customer Success or similar commercial, customer-facing enterprise role.
• Track record of driving retention, expansion, and cross-sell in complex environments.
• Strong communication, executive presence, and negotiation skills.
• Proven ability to build relationships with senior stakeholders and executives.
• Experience managing customer lifecycle using CRM and CS platforms (e.g., Salesforce).
• Comfort with data-driven decision-making and account prioritization.
• Highly collaborative mindset to influence cross-functional teams.

Nice to have

• Experience in SaaS, hosting, WebOps, or related technical environments.
• Familiarity with WordPress, Drupal, or similar technologies.
• Understanding of digital engagement automation, customer health scoring, and lifecycle modeling.
• Ability to speak German.

Culture & Benefits

• Equal opportunity employer welcoming applications from all backgrounds.
• Reasonable accommodations for applicants and employees with disabilities.
• Consistent, high-quality, outcome-driven customer experience focus.