Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Public Safety & Justice): Guiding customers through business process transformation for hirify.global’s cloud-based Evidencentral digital evidence management platform with an accent on adoption, usage metrics, and value realisation. Focus on building executive relationships, driving expansion through critical use cases, and resolving blockers via cross-functional collaboration.

Location: United Kingdom - Remote (hirify.global-FLEX hybrid: 2 days office, 3 days remote weekly). Must have been resident in the UK for the previous 3 years for NPPV3 and National SC security vetting. Able to travel nationally with short notice.

Company

Global leader in AI, cloud, and digital software for public safety, customer experiences, and financial crime prevention, serving 25,000+ businesses including 85 Fortune 100 companies.

What you will do

• Serve as primary post-implementation contact, building account-specific relationship frameworks with executive sponsors, technical, and operational leaders via regular calls, QBRs, and reviews.
• Drive customer adoption, rollout, and consumption by educating on Evidencentral features, prioritising use cases, promoting internal usage, and monitoring metrics.
• Identify and resolve adoption blockers through collaboration with clients and cross-functional teams, leveraging internal experts to optimise investments.
• Farm accounts for upsell/cross-sell opportunities and provide insights to sales to refine go-to-market strategies.
• Manage Day 2 moves-adds-changes projects and connect business benefits to original solution vision.
• Sync with other Value Realisation Services Managers to share insights across accounts.

Requirements

• 5+ years in policing or criminal justice sector within IT, with proven knowledge of public safety information systems
• Operational Business Process Re-engineering or Business Analysis experience
• Proven track record building and nurturing relationships
• Excellent organisational, multi-tasking, critical thinking, decision-making, and problem-solving skills
• Exceptional interpersonal, communication, presentation, and end-user training skills (desirable)
• Comfortable in complex relationships, minimal guidance, distributed teams; degree in IT/related or equivalent experience

hirify.global-to-have">hirify.global to have

• End-user application training experience
• Existing UK police vetting status

Culture & Benefits

• hirify.global-FLEX hybrid model for flexibility: 3 remote days, 2 office days focused on collaboration and innovation
• Fast-paced, collaborative environment in a market-leading global company with endless internal career opportunities
• Equal opportunity employer committed to diversity and inclusion