Customer Success Manager (AI SaaS)

Location: Hybrid working from the Central London office in London, England, United Kingdom

Company

hirify.global is an AI-powered visual communication platform used by organisations for video, enterprise branding, interactive avatars, training, onboarding, and knowledge sharing.

What you will do

• Manage and grow a portfolio of Mid-Market and Enterprise customers.
• Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation.
• Drive onboarding, adoption, engagement, retention, renewals, and long-term value realisation.
• Lead strategic business reviews focused on customer outcomes, ROI, and growth opportunities.
• Identify and progress expansion opportunities with Account Executives, using customer data and platform insights to reduce risk.
• Represent the customer internally through collaboration with Sales, Product, and Leadership teams, helping organisations scale AI-powered communication and enablement.

Requirements

• 3–6+ years of experience in Customer Success, Account Management, or commercial post-sales roles within B2B SaaS, with the total experience applying to these areas.
• Experience owning retention, renewals, or expansion targets.
• Experience managing Enterprise or strategic customer relationships.
• Strong commercial acumen and analytical capability, including the ability to interpret customer usage data and translate insights into action plans.
• Strong discovery, presentation, and storytelling skills.
• Experience partnering closely with Sales teams on expansion opportunities.
• Excellent written and spoken English required.

Nice to have

• Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams.
• Experience with AI-enabled, transformation, or communication-focused platforms.
• Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM and Customer Success tools.

Culture & Benefits

• Join a profitable, growing global SaaS company used by millions worldwide.
• Work with globally recognised Enterprise customers and contribute to a fast-growing business area.
• Collaborative, ambitious, and entrepreneurial culture.
• Hybrid working from the Central London office.
• Weekly Deliveroo allowance, stocked office, volunteering initiatives, and CycleScheme.