Manager, Customer Success (SaaS)

TL;DR

Manager, Customer Success (SaaS): Leading and developing a team of CSMs for the MM EMEA segment to drive customer outcomes and revenue retention with an accent on performance coaching and post-onboarding journey execution. Focus on managing customer escalations, improving the CS operating system, and partnering cross-functionally to enhance the commercial impact and customer experience.

Location: Flexible, hybrid working options; teams are remotely located across Europe

Company

hirify.global is a Hotel Tech unicorn providing a cloud-based property management solution for the global hospitality industry.

What you will do

• Lead day-to-day operations for the Customer Success team to ensure a remarkable post-onboarding experience.
• Coach and develop a team of 8-12 CSMs through regular 1:1s, goal setting, and performance management.
• Own and resolve complex customer escalations, coaching the team on negotiation and stakeholder management.
• Implement and refine the CS operating system to drive efficiency, scale, and data quality.
• Provide insight-rich reporting on retention, expansion, and risks to leadership.
• Collaborate with Product and cross-functional teams to integrate the Voice of the Customer into the roadmap.

Requirements

• Proven people-management experience in Customer Success or Customer Experience within the SaaS domain.
• Expertise in negotiation and managing difficult conversations with senior customer stakeholders.
• Analytical mindset with the ability to use metrics to drive retention and expansion goals.
• Player-coach leadership style with experience in balanced delegation and constructive feedback.
• Fluency in English; additional European languages are a plus.
• Must be based in Europe

Culture & Benefits

• Company share program and unlimited paid holiday.
• Best-in-class parental leave (6 months for primary, 2 months for secondary caregivers).
• Flexible, hybrid working options and a Workation policy for temporary remote work.
• Home office setup budget and monthly healthcare/WFH allowances.
• Dedicated "EDGE" time for professional development and growth.