Customer Success Manager (Cybersecurity)

TL;DR

Customer Success Manager (Cybersecurity): Leading a dual-motion portfolio of Scale and dedicated accounts to drive onboarding, retention, and expansion within the EU market with an accent on proactive account health and AI-driven insights. Focus on architecting success at scale, managing complex pricing negotiations, and optimizing the customer journey to exceed NRR quotas.

Location: Hybrid in Lisbon, Portugal (Office attendance required on Mondays, Tuesdays, and Thursdays)

Company

hirify.global provides industry-leading credential security and zero-knowledge encryption to millions of users and thousands of brands worldwide.

What you will do

• Manage a high-volume account pool using a "one-to-many" approach and AI-driven insights to intervene proactively.
• Act as a trusted advisor and subject matter expert for a diverse list of high-value EU customers.
• Lead the entire customer journey from initial deployment and onboarding to annual renewals.
• Execute complex pricing negotiations and manage renewals to meet and exceed quarterly revenue quotas.
• Collaborate with global Sales, Product, and Engineering teams to share customer feedback and shape product evolution.
• Utilize modern AI tools to streamline communication and analyze customer sentiment.

Requirements

• 2+ years of Customer Success or Account Management experience in a B2B SaaS or Tech environment.
• Business level fluency in English.
• Proven experience managing renewals and leading pricing/contract negotiations.
• Comfort and proficiency in using AI tools like ChatGPT or Gemini.
• Must be based in Lisbon, Portugal to support the hybrid work model.
• Strong organizational skills and a high degree of operational rigor.

Nice to have

• Business level fluency in French.
• Domain knowledge in Identity and Access Management (IAM) or cybersecurity.
• Proven track record of consistently exceeding expansion or NRR quotas.
• Experience with deployment strategies tailored for technical IT audiences.

Culture & Benefits

• Hybrid work model combining in-person collaboration with flexible Wednesdays and Fridays.
• Flex Benefits pool for customizable monthly allocations.
• Comprehensive health insurance and mental health services via Spring Health.
• Enhanced time off, including 5 extra vacation days per year and your birthday off.
• Equal Parental leave providing up to 20 weeks of fully paid leave.
• Donation matching program for organizations supporting marginalized communities.