Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS/API): Managing a portfolio of enterprise accounts to ensure long-term success and retention with an accent on strategic account management and technical project leadership. Focus on executing onboarding milestones, mitigating project risks, and demonstrating ROI through data-driven reporting.

Location: Hybrid in London

Company

hirify.global is a Gartner Magic Quadrant Leader providing an advanced platform for API, Event, and AI Agent governance.

What you will do

• Own the long-term success and retention of a diverse portfolio of enterprise customers across EMEA.
• Lead customer success projects by executing clear milestones and technical requirements to ensure rapid time-to-value.
• Proactively identify and resolve project blockers using established project management frameworks.
• Orchestrate collaboration between customers and internal Product, Engineering, and Support teams for complex migrations.
• Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI through data-driven reporting.
• Partner with Account Executives to manage the renewal process and maintain low churn.

Requirements

• 3+ years experience in CSM or Account Management within a B2B SaaS environment (API, DevOps, or Infrastructure space preferred).
• Proven experience managing complex technical projects using methodologies like Agile, Waterfall, or Prince2.
• Ability to confidently discuss APIs, JSON, and Cloud Infrastructure with developers and architects.
• Exceptional presentation and negotiation skills for communication with C-level stakeholders.
• Comfort working in a fast-paced, high-growth environment.
• Must be based in or able to work hybrid in London

Nice to have

• Experience in AI-enabled systems or open-source communities.
• Growth mindset and strong curiosity for the evolving AI landscape.

Culture & Benefits

• Medical coverage and pension/401k program options.
• Stock options and a professional development budget.
• 25 days holiday plus national holidays, 3 mental health days, and your birthday off.
• Hybrid work culture with regional hubs and quarterly team events including an annual offsite.
• Wellness allowance and a progressive, global company culture.