Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving adoption and health scores for enterprise customers on a test automation platform with an accent on strategic account planning and relationship building. Focus on guiding customers through their Test Automation journey, identifying expansion opportunities, and representing customer needs internally.

Location: London, UK. Hybrid workplace; must be able to come into the office if located nearby or travel to an office if hired remotely.

Company

hirify.global is the world’s largest full-lifecycle, test automation platform and the company behind Selenium.

What you will do

• Develop and nurture relationships with enterprise customers to increase adoption and health scores.
• Collaborate with Sales to develop strategic account plans and explore expansion opportunities.
• Partner with customers to create success plans with clear metrics and engagement strategies.
• Proactively monitor customer usage and health scores to mitigate and address issues.
• Prepare and present quarterly Executive business reviews in partnership with Sales and product management.
• Act as a customer advocate across product, marketing, and support functions.

Requirements

• 3-5+ years of experience as a Customer Success Manager for SaaS solutions in DevOps, testing, or digital product development.
• Strong technical aptitude with familiarity in Python, Java, or other related coding languages.
• Experience with CSM tools such as Salesforce, Outreach, and Google Workspace.
• Bachelor’s Degree or equivalent experience.
• Willingness to travel (occasionally at short notice) and meet customers on-site as needed.
• Ability to provide after-hours and weekend on-call support for maintenance activities.

Nice to have

• Familiarity with Selenium, Appium, web and mobile SDKs, and network proxy solutions.
• Understanding of the SDLC, software development processes (Agile, CI/CD), and associated tools.
• Experience working with Global 2000 customers.
• Experience with Consultative Selling.

Culture & Benefits

• Hybrid work environment that values both flexibility and in-person collaboration.
• Opportunity to be part of a high-performing CS team making strategic contributions.
• Inclusive environment committed to Equal Opportunity and diversity.
• Security-first approach to product design and operational excellence.