Senior Customer Success Manager (Fintech)

TL;DR

Senior Customer Success Manager (Fintech): Managing the health, retention, and growth of strategic accounts with an accent on driving net revenue and demonstrating ROI. Focus on building executive relationships, leading renewal lifecycles, and translating client business needs into actionable product insights.

Location: Must be based in London, UK (Hybrid: 3 days per week in office).

Company

hirify.global is a global leader in digital commerce trust, providing a decision engine that blocks fraud and improves customer experience for major brands like Adobe, eBay, and Nordstrom.

What you will do

• Manage the end-to-end renewal process for a portfolio of strategic accounts to hit retention targets.
• Identify and qualify upsell opportunities in collaboration with the Sales team.
• Lead MBRs and QBRs to communicate performance, ROI, and strategic impact to client stakeholders.
• Secure client references and case studies to support commercial momentum.
• Translate client business needs into actionable insights for Product and leadership teams.
• Maintain accurate data within internal systems to ensure visibility into commercial health.

Requirements

• 5+ years of post-live, client-facing CS experience with a proven track record in renewals and retention.
• Experience leading executive-level business reviews focused on ROI and contract value.
• Strong strategic planning skills to align client objectives with internal account strategies.
• Experience in a SaaS startup environment is required.
• Background in payments, fraud, or fintech is a significant bonus.
• High agency and ability to drive initiatives autonomously.

Culture & Benefits

• Competitive salary and bonus plan with Restricted Stock Units (RSUs).
• Private health insurance including vision and dental coverage.
• Generous PTO policy and half-day Fridays every week.
• Collaborative hybrid work environment focused on professional development and culture.