Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Building the customer success function from scratch for an influencer marketing platform with an accent on onboarding flows, health scoring, and retention strategies. Focus on driving product adoption, managing renewals and upsells, and establishing a scalable engagement playbook for brand accounts.

Location: London, UK (Hybrid: 3 days per week in-office). Must have the right to work in the UK; no visa sponsorship provided.

Company

hirify.global is an enterprise influencer marketing platform helping brands manage the full lifecycle of creator partnerships across TikTok, Instagram, and YouTube.

What you will do

• Establish the CS playbook, including onboarding flows, health scoring, and HubSpot setup.
• Manage a portfolio of brand accounts to ensure high adoption, engagement, and retention.
• Onboard new customers and train their teams to realize value quickly.
• Strategically advise brands on influencer marketing and creator selection.
• Drive revenue growth through renewals, expansions, and hitting upsell quotas.
• Act as the voice of the customer to inform the product roadmap.

Requirements

• 4+ years of experience in customer success or account management, ideally in B2B SaaS.
• Deep knowledge of influencer and creator marketing strategies.
• Proven ability to build systems and processes from scratch (builder mindset).
• Data literacy to analyze usage signals and identify at-risk accounts.
• Commercial acumen to manage quotas and lead renewal conversations.
• Right to work in the UK.

Nice to have

• Proficiency in using AI tools to increase operational efficiency.
• Strong writing skills for newsletters and feature communications.

Culture & Benefits

• Hybrid work model (3 days in-office).
• 25 days PTO plus bank holidays, 4 company-wide "hirify.global Days", and 3 wellness days.
• Annual Learning & Development budget for skill investment.
• Annual bonus scheme based on performance.
• AI-forward company culture.