Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing high-profile brands to maximize value from the hirify.global platform with an accent on client retention, feature adoption, and strategic guidance. Focus on driving net retention targets, building shared success plans, and synthesizing customer feedback for product development.

Location: Hybrid in London

Company

hirify.global is a leading customer engagement platform utilizing AI to help brands deliver personalized customer experiences across multiple touchpoints.

What you will do

• Partner with Account Executives to ensure commercial alignment and drive client renewals and net retention targets.
• Act as the main point of contact and trusted advisor for high-profile established brands.
• Drive feature adoption by building shared Success Plans and providing strategic guidance and enablement.
• Analyze customer product usage to proactively identify account health risks and growth opportunities.
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless support.
• Provide mentorship to junior colleagues and act as a point of escalation for customers.

Requirements

• 3-6 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management.
• Proven track record of managing complex, high-value accounts with multiple stakeholders and competing priorities.
• Strong technical domain knowledge in SaaS, Mobile, APIs, Marketing Automation, Analytics, or Programming (HTML).
• Excellent written and verbal communication skills with a focus on strategic problem-solving.
• Significant project management experience or formal certifications such as PMP or Agile.
• Must be based in London to support a hybrid work arrangement.

Culture & Benefits

• Competitive compensation package that may include equity and Employee Stock Purchase Plans.
• Comprehensive health benefits covering medical, dental, vision, life, and disability.
• Flexible paid time off and family services, including fertility benefits and equal paid parental leave.
• Professional development support via formal career pathing, learning platforms, and a yearly stipend.
• Inclusive environment with Employee Resource Groups and an annual company-wide Volunteer Week.
• Hybrid work model designed to balance flexibility with in-office community and innovation.