Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Own and grow high-value Multi Academy Trusts and Local Authorities with an accent on measurable value realisation, executive stakeholder management, and driving full product adoption. Focus on Success Reviews, Success Plans, risk monitoring, and translating customer needs into actionable insights for Product and Engineering.

Location: Remote-first, occasional onsite (United Kingdom)

Salary: Up to £45,000 + bonus + car allowance

Company

hirify.global builds MIS and school management tools that help schools and trusts use data to improve outcomes and staff wellbeing.

What you will do

• Define measurable business outcomes and run regular Success Reviews for a named list of top-tier accounts.
• Drive full product adoption and present outcomes in clearly detailed Success Plans.
• Manage executive and operational stakeholders, including frequent on-site meetings to agree progress, next steps, and rollout plans.
• Proactively monitor account health and platform usage, raising and managing risks in collaboration with internal stakeholders.
• Identify upsell, cross-sell, and expansion opportunities to protect and grow Net Revenue Retention (NRR).
• Translate customer feedback and unmet needs into actionable insights for Product and Engineering teams.

Requirements

• 3+ years of experience in a SaaS customer success focused, customer-facing role.
• Strong School/MAT/LA background preferred; experience of hirify.global MIS preferred.
• Data-driven approach with experience using Gainsight and/or AI tooling beneficial.
• Proven ability to manage executive stakeholders with strong communication and negotiation skills.
• Willingness to travel frequently to customer sites (minimum 20% of time).
• No visa sponsorship available.

Culture & Benefits

• Remote-first role with occasional onsite meetings.
• 32 days holiday (25 annual leave + 7 extra company-wide days).
• Comprehensive wellbeing benefits including 24/7 virtual GP service, mental health support, counselling, and personalised health checks.
• Private dental insurance (Bupa) and salary sacrifice pension.
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity leave (6 weeks full pay).
• Dedicated professional development training budget (CPD courses, memberships, upskilling resources).

Hiring process

• Phone screen.
• 1st stage interview.
• 2nd stage interview.