Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a book of enterprise accounts in the EMEA region to maximize platform value and drive retention with an accent on renewal negotiations and product adoption. Focus on guiding Fortune 20 customers through maturity paths, mitigating churn risks, and translating customer insights into product feedback.

Location: Hybrid in London, United Kingdom

Company

hirify.global is a leading digital experience platform blending composability with native AI capabilities to help businesses deliver personalized content at scale.

What you will do

• Manage a portfolio of 25-30 enterprise accounts as a trusted advisor to ensure maximum platform value.
• Drive product adoption and monitor customer health scores to ensure high satisfaction and retention.
• Lead consistent Business Reviews and define success paths based on specific customer KPIs.
• Negotiate pricing and contract terms to close renewals for strategic Fortune 20 logos.
• Collaborate with sales and product teams to translate customer insights into actionable feedback.
• Travel approximately 25% annually for onsite customer meetings.

Requirements

• 5+ years of experience in customer-facing roles such as Renewals Management, CSM, or Key Account Management.
• Fluency in English and professional proficiency in either French or Italian.
• Demonstrated success in negotiating contracts with procurement teams at the enterprise level.
• Technical proficiency in APIs and the modern content management and digital experience stack.
• Ability to craft custom queries and reports using data tools.
• University degree is highly preferred.

Culture & Benefits

• Equity ownership through Stock Options for full-time employees.
• Comprehensive healthcare, dental, and vision package covering 100% of monthly premiums.
• Generous paid time off including vacation, sick, education, and volunteer days.
• Annual personal education budget and wellbeing stipend.
• Stipends for communication (phone/internet) and office equipment for hybrid employees.
• Family building and fertility benefits.