Customer Success Manager (Cybersecurity)

TL;DR

Customer Success Manager (SaaS/Cybersecurity): Driving customer adoption and maximizing long-term value for digital intelligence solutions with an accent on transforming product telemetry into scalable customer journeys. Focus on analyzing behavioral data, reducing churn, and orchestrating GTM strategies across the EMEA region.

Location: United Kingdom

Company

hirify.global is a global leader in AI-powered digital intelligence solutions used by public safety organizations and intelligence agencies to accelerate justice.

What you will do

• Provide consultative product expertise to help customers maximize their investment and accelerate investigation outcomes.
• Analyze usage and health signals to identify trends, risks, and expansion opportunities across accounts.
• Build and maintain customer health scoring models and scalable journeys using Gainsight.
• Map adoption drivers and engagement triggers to improve platform stickiness and reduce churn.
• Partner with Regional Sales leadership to align customer insights with territory priorities and GTM strategies.
• Conduct regional User Forums and on-site visits to remove adoption blockers and share best practices.

Requirements

• 3–5 years of experience in Customer Success, CS Operations, or a similar customer-facing role.
• Strong expertise with Gainsight or similar customer success tooling.
• Experience analyzing customer telemetry and behavioral data within a B2B SaaS environment.
• Professional fluency in either Italian or Spanish is required.
• Ability to travel up to 50%.
• Exceptional communication skills with the ability to present insights at an executive level.

Nice to have

• Background in Digital Intelligence, forensic technologies, or cybersecurity.
• Experience supporting enterprise or public-sector customer segments.
• Experience delivering high-scale, programmatic customer success motions.