SMB Customer Success Manager (SaaS)

TL;DR

SMB Customer Success Manager (SaaS/E-commerce): Managing a portfolio of SMB accounts focusing on pricing intelligence and e-commerce data with an accent on retention and revenue growth. Focus on driving product adoption, managing strategic stakeholder relationships, and mitigating churn risks through data-driven insights.

Location: Hybrid in Prague, Czech Republic (3 days office, 2 days home)

Company

hirify.global is a leading digital intelligence platform providing comprehensive e-commerce price intelligence and web analytics to global brands and retailers.

What you will do

• Manage the full customer lifecycle for a portfolio of SMB accounts, including onboarding, adoption, health monitoring, and renewals.
• Build trusted relationships with key stakeholders, such as Heads of Pricing and Business Analysts.
• Develop account plans to identify expansion opportunities and drive predictable revenue growth.
• Proactively identify churn signals and implement targeted actions to protect the book of business.
• Conduct regular Business Reviews to demonstrate ROI and align with customer commercial goals.
• Collaborate with Product, Support, and Development teams to resolve technical issues on behalf of customers.

Requirements

• 2+ years of experience in Customer Success or Account Management within a SaaS or data/analytics company.
• Proven track record of achieving strong retention and revenue growth outcomes.
• Experience owning the full renewal cycle, including forecasting, negotiation, and closing.
• Understanding of how e-commerce brands and retailers utilize pricing data to compete.
• German language proficiency is a must.
• Must be based in or able to work in Prague under a hybrid model.

Nice to have

• Familiarity with CRM systems, specifically Salesforce.

Culture & Benefits

• Hybrid work model: 3 days in the Prague office and 2 days from home.
• Equity options to share in the company's success.
• Modern office in the DOCK IN area with snacks, drinks, and free lunches on Tuesdays.
• 5 weeks of vacation, plus a birthday day off and 3 sick days.
• High-end hardware: MacBook Pro M3, dual monitors, and standing desks.
• Active team culture with monthly celebrations, baking Thursdays, and happy hours.