Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing mid-market and enterprise customer portfolios to ensure retention and growth with an accent on strategic consulting and value realization. Focus on building C-level relationships, identifying expansion opportunities, and driving product adoption through ROI models.

Location: London, United Kingdom. Must possess the valid right to work in the UK; visa sponsorship is not provided.

Company

hirify.global builds uncomplicated service software that delivers exceptional employee and customer experiences through AI-powered CX and IT solutions.

What you will do

• Act as a strategic consultant and primary point of contact for mid-market and enterprise customers to drive retention.
• Develop success and account plans to ensure seamless post-sale journeys and identify expansion opportunities.
• Build and influence relationships with C-level stakeholders using a 'Customers for Life' philosophy.
• Quantify product impact and value using assessment frameworks and ROI models.
• Collaborate with Engineering, Product, and Sales teams to act as the 'Voice of the Customer' for escalations and goals.
• Proactively manage risk and develop resolution strategies through consistent customer touchpoints.

Requirements

• 7+ years of Customer Success or related B2B experience working with Mid-Market and Enterprise customers.
• Proven experience translating complex business and technology needs into software solutions.
• Experience managing a book of business with a track record of significant growth in net new opportunities.
• Ability to lead Executive Business Reviews (EBRs) and presentations for C-level/SVP executives.
• Valid right to work in the UK is mandatory; hirify.global is unable to provide visa sponsorship.

Nice to have

• Background as a Solution Engineer, Solution Architect, or similar consultative role.
• Industry experience in retail, financial services, travel, publishing, or the public sector.

Culture & Benefits

• Learning and reading budget of up to £1,000 per year.
• Private Medical Insurance and Health Cash Plan.
• 25 days of annual Paid-Time-Off (PTO).
• Fitness budget (up to £30/month) and Cycle to Work scheme.
• Company-funded daily lunch when working in the office.
• Company-funded Life and Long-Term Disability insurance.