Customer Success Manager II (SaaS)

TL;DR

Customer Success Manager II (SaaS): Managing a portfolio of scale-up brands to maximize value from the hirify.global platform with an accent on retention, feature adoption, and strategic guidance. Focus on driving net retention targets, analyzing product usage to mitigate risks, and collaborating with internal teams to ensure seamless client transitions.

Location: Berlin, Germany (Hybrid)

Company

hirify.global is a leading customer engagement platform that leverages AI to help brands deliver personalized 1:1 customer experiences across multiple channels.

What you will do

• Partner with Account Executives to drive client renewals, retention, and net retention targets.
• Serve as the primary point of contact and trusted strategic advisor for start-up and scale-up brands.
• Develop shared Success Plans to drive feature adoption and provide day-to-day enablement.
• Proactively analyze product usage data to identify account health risks and upsell opportunities.
• Collaborate with Technical Support, Industry Solutions, and Deliverability teams to resolve client issues.
• Synthesize customer feedback to contribute to the overall product development roadmap.

Requirements

• 2-5 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management.
• Proven track record of managing complex accounts with sophisticated clients and multiple stakeholders.
• Domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, or Marketing Analytics.
• Exemplary written and verbal communication and follow-up skills.
• Ability to work from the Berlin office on a hybrid basis.

Nice to have

• Knowledge of programming or HTML.

Culture & Benefits

• Competitive compensation package, which may include equity and Employee Stock Purchase Plans.
• Comprehensive health benefits covering medical, dental, vision, life, and disability.
• Flexible paid time off and supportive family services, including fertility benefits and parental leave.
• Professional development support via formal career pathing and a yearly learning stipend.
• Inclusive culture with Employee Resource Groups and an annual company-wide Volunteer Week.