Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of Fortune 1000 customers to maximize platform value and ensure retention with an accent on ROI proof and strategic relationship building. Focus on driving adoption scores, executing Executive Business Reviews, and partnering with account teams to ensure renewals and expansion.

Location: Hybrid (London, UK)

Company

hirify.global is an industry leader in digital adoption (now an SAP company), enabling organizations to resolve digital friction and optimize their tech stack.

What you will do

• Act as a trusted advisor for a portfolio of approximately 10 Fortune 1000 customers to ensure they achieve maximum value from the platform.
• Conduct Executive Business Reviews (EBRs) to prove Return on Investment (ROI) and drive renewals and account expansion.
• Develop and execute Success Plans that align hirify.global's capabilities with customer digital adoption goals and industry trends.
• Monitor customer health and identify remediation options to proactively mitigate risks before they escalate.
• Collaborate with internal Account Teams, including Renewal Managers and Account Executives, to secure customer retention.
• Serve as the voice of the customer by providing internal feedback to maximize product value and retention.

Requirements

• 5+ years of experience in Enterprise SaaS customer success, account management, or post-sales relationship management.
• Proven track record of managing accounts for Fortune 1000 companies (4000+ employees) and their executives.
• Experience managing quarterly retention and growth quotas.
• Fluent in both English and French is a must.
• Must be based in London for a hybrid work arrangement.
• High competency in sales discovery methodologies and ROI-based discussions.

Culture & Benefits

• Hybrid work schedule combining remote flexibility with onsite collaboration.
• Comprehensive health coverage and quarterly wellness reimbursements.
• Generous annual leave policy and additional "RefreshMe Days" for work-life balance.
• Opportunities for professional development through the company's career compass offering.
• Inclusive culture with employee resource groups and equal pay initiatives.