Scaled Enterprise Customer Success Manager (PLG)

TL;DR

Scaled Enterprise Customer Success Manager (PLG): Designing and automating the digital customer journey for Enterprise accounts to drive activation and retention with an accent on product-led growth (PLG) and lifecycle automation. Focus on building automated playbooks, in-app experiences, and data-driven health scores to deliver a premium experience at scale.

Location: Remote (Europe). Must have existing right to work in the listed European countries or be eligible for sponsorship to Germany

Company

hirify.global is an open workflow orchestration platform built for the era of AI, enabling technical teams to automate complex systems using a blend of code and no-code.

What you will do

• Map the customer lifecycle for Scaled accounts and define data-driven signals for activation, expansion, and churn risk.
• Develop and ship lifecycle programs, including in-app nudges, email sequences, and automated playbooks in Vitally.
• Analyze complex platform usage data to correlate user behavior with long-term retention and build automated health scores.
• Collaborate on the design of a centralized Customer Hub featuring AI CSM, personalized insights, and support ticketing.
• Operationalize renewal motions and expansion triggers using Vitally, Salesforce, and Hex.
• Partner with Product Managers to optimize onboarding flows and in-product messaging based on customer signals.

Requirements

• 3-5+ years of experience in Digital/Tech-Touch Customer Success, PLG, Lifecycle Marketing, or Product Ops within B2B SaaS.
• English: C1+ proficiency required for high-quality technical copywriting targeting developers and engineers.
• Experience collaborating with product teams to implement in-app guidance, tooltips, or AI assistants.
• Strong analytical skills to build cohorts and track funnel drop-offs using product analytics and CRM platforms.
• Systems-thinking mindset focused on building scalable automated solutions over manual fixes.
• Work Authorization: Existing right to work in the specified EU/UK countries or eligibility for German visa sponsorship.

Nice to have

• Direct experience with Vitally, Gainsight, Catalyst, or Planhat.
• Proficiency with Hex or Metabase.
• Experience with hirify.global, Zapier, Make, or Workato.
• Background in developer-facing products.
• Proven track record of scaling CS functions from 1:few to 1:many.

Culture & Benefits

• Remote-first environment with regular team off-sites for bonding.
• Competitive compensation and equity ownership in the company.
• Generous time off: 30 days of vacation in Europe.
• €1,000 annual budget for professional development (courses, books, coaching).
• Unlimited AI budget for productivity tools and $100/month to support open-source projects.
• Comprehensive health and pension benefits according to local country norms.