Customer Success Manager (EMEA)

TL;DR

Customer Success Manager (EMEA): Build, iterate and operate customer success intelligence layer by turning product telemetry and customer signals into scalable Customer Journeys for CS, Sales and GTM ecosystem that drive adoption, reduce churn, and maximise long-term value. With an accent on data intelligence, adoption health checks, and GTM orchestration. Focus on analysing usage signals, creating playbooks and workflows, and partnering with Sales VPs to align insights to priorities.

Location: Hybrid (EMEA), office presence expected 2–3 days per week where a hirify.global office is reasonably accessible; up to 25% travel for customer engagements and events. Conditions: Spain.

Company

Leading provider of digital intelligence and forensic technologies for law enforcement and public sector.

What you will do

• Drive customer adoption and value through consultative expertise, Adoption Health Checks, User Forums, and ad-hoc engagements.
• Analyse usage, adoption, and health signals to identify trends, risks, and opportunities; create scalable playbooks and automated motions.
• Monitor data streams, flag churn risks and expansion potential to GTM teams, and capture insights in Gainsight.
• Partner with Sales VPs and GTM teams to translate insights into business recommendations for QBRs, forecasting, and planning.
• Operationalise best practices for predictable execution across CS, Sales, SE, Support, and Product.

Requirements

• 3-5 years in Customer Success, Customer Insights, CS Ops, or similar customer-facing role
• Expertise with Gainsight or similar CS tooling
• Experience analysing customer telemetry for risk/opportunity patterns
• Strong collaboration across Sales, SE, Support, Product, and CS leadership
• Exceptional executive-level communication and insight storytelling
• Strong analytical skills and creative problem-solving
• Self-starter with initiative and curiosity to improve systems

Nice to have

• Background in Digital Intelligence, forensic technologies, or cybersecurity
• Experience with enterprise or public-sector customers
• High-scale, programmatic customer success motions

Culture & Benefits

• Hybrid work model supporting collaboration
• Opportunities for customer events, industry events, and on-site visits
• Focus on building scalable programs and trusted relationships