Principal Customer Success Manager

TL;DR

Principal Customer Success Manager (EMEA Ecommerce Fraud): Own end-to-end relationships for high-value strategic accounts, ensuring alignment between business goals and hirify.global’s fraud prevention platform with an accent on revenue retention, expansion, and technical delivery. Focus on proactive consultative challenges, translating business needs to technical teams, and influencing product roadmap through domain expertise.

Location: United Kingdom (Remote) with frequent onsite visits to Europe (1-2 trips per month) and availability for meetings at hirify.global London HQ

Company

hirify.global empowers merchants to grow e-commerce businesses by preventing fraud using advanced machine learning technology, trusted by thousands across 100+ countries.

What you will do

• Own strategic and commercial relationships for complex EMEA accounts, aligning client goals with platform capabilities
• Drive growth through expansion, upsell, and cross-sell opportunities with a sales mindset
• Act as intermediary between client business needs and hirify.global technical teams for perfect delivery alignment
• Provide data-backed consultative challenges to client assumptions for better outcomes
• Conduct frequent face-to-face engagements in Europe and attend London HQ meetings
• Influence product roadmap using fraud tech knowledge (ML, device fingerprinting) and ensure quick time-to-value

Requirements

• 5+ years in senior enterprise SaaS or strategic account management
• Technical background in Data Science, BI, Analytics, or Product Management preferred
• Deep expertise in ecommerce, fraud, or payments landscape
• Proven executive presence for CxO negotiations and growth narratives
• Commercial acumen for complex sales cycles, retention, and expansion
• Ability to travel frequently (1-2 trips/month)
• Strong program management for portfolio orchestration

Culture & Benefits

• Stock options and annual performance bonus/commissions
• Pension matched up to 8% and day-one health, dental, optical insurance
• Generous annual leave plus public holidays, enhanced maternity/paternity leave
• Cycle to Work scheme, regular paid social events, mental wellbeing resources
• Dedicated learning budget through Learnerbly