Strategic Customer Success Manager (SaaS)

TL;DR

Strategic Customer Success Manager (SaaS): Managing and growing hirify.global's most strategic UK accounts with an accent on retention, multi-million dollar growth, and complex program delivery. Focus on translating product capabilities into business impact and driving executive-level engagement in the telecom sector.

Location: Hybrid in London, United Kingdom

Company

hirify.global is an AI voice technology company that analyzes billions of calls monthly to protect users and businesses from spam and scams.

What you will do

• Own and grow the two largest UK accounts, ensuring high retention and positive outcomes.
• Execute multi-year strategic initiatives aligned with customer goals and the product roadmap.
• Drive adoption and value by translating product capabilities into measurable business impact.
• Lead the end-to-end delivery of complex programs and pilots through to production.
• Identify and support expansion opportunities including upsells and cross-sells.
• Build executive relationships and lead Quarterly Business Reviews (QBRs) to influence customer strategy.

Requirements

• 5+ years of experience in Customer Success or Strategic Account management within SaaS or platform businesses.
• Proven experience managing large, complex enterprise customers with multi-million dollar ARR.
• Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth.
• Solid program management skills and ability to lead cross-functional initiatives.
• Confidence operating in technical environments involving APIs and integrations.
• Must be based in London, UK to support the hybrid work model.

Nice to have

• Experience in telecommunications or highly regulated enterprise environments.
• Background in voice technology, network security, or AI-driven products.

Culture & Benefits

• 25 days holiday plus bank holidays.
• Private medical, dental, and vision insurance (Vitality).
• Salary sacrifice pension with a 4% employer contribution.
• $1,000 annual professional development budget and WFH equipment stipend.
• Onsite gym (Fora) and lunch provided 3 times per week via Deliveroo.

Hiring process

• Initial and Hiring Manager screens to evaluate alignment and role fit.
• Take-home working assignment followed by an assignment-based interview loop.
• Final Value Interview focusing on judgment under ambiguity and long-term potential.