Senior Technical Customer Success Manager

TL;DR

Senior Technical Customer Success Manager (Observability SaaS): Serve as trusted advisor for strategic enterprise customers, translating business goals into technical strategies with an accent on adoption, retention, and expansion. Focus on leading customer lifecycle programs, influencing product roadmap, scaling best practices, and creating customer-facing content.

Location: Remote - United Kingdom

Salary: £113,800 - £134,000 GBP (OTE, base + commission)

Company

Observability platform for developer tools used by companies like HelloFresh, Slack, LaunchDarkly, and Vanguard; Series D funded, over 200 employees.

What you will do

• Serve as trusted advisor for portfolio of strategic and enterprise customers to realize business value from hirify.global.
• Own post-sales relationships, build ties with senior stakeholders, technical champions, and executives to drive adoption and expansion.
• Lead customer lifecycle programs including onboarding, business reviews, feature adoption, and stakeholder engagement.
• Identify success patterns, scale best practices, and represent customer voice to Product, Engineering, and GTM teams.
• Create customer-facing content like trainings, blog posts, white papers, and demos.
• Advise on industry trends in observability, cloud-native development, and OpenTelemetry; collaborate on regional expansion.

Requirements

• 5+ years in Customer Success, Technical Account Management, Solution Consulting, or Strategy in SaaS/Enterprise software
• Proven track record influencing business decisions and building consensus with technical/non-technical stakeholders
• Experience with Enterprise customers in complex, cross-functional environments
• Strong communication and storytelling to explain technical concepts in business terms
• Organized, detail-oriented, empathetic management of multiple customer relationships
• Comfort in fast-paced startup-like environments with process improvement
• Experience in observability, APM, monitoring, or DevOps platforms

Nice to have

• Working knowledge of SQL and/or BI reporting tools (e.g., Mode Analytics)
• Experience with SaaS Monitoring space (APM, Logging, Metrics vendors)

Culture & Benefits

• Fully distributed company with trust, autonomy, and accountability from Day 1
• Generous equity, transparent pay levels, unlimited PTO
• Home office, co-working, internet stipend; full benefits coverage + dependents option
• Up to 16 weeks paid parental leave; annual development allowance
• Inclusive culture emphasizing impact, values, and diverse perspectives

Hiring process

• Standard recruiting from @hirify.global.io emails; no requests for financial/personal info
• Accommodations available; equal opportunity employer
• No visa sponsorship or transfers supported; must verify work eligibility