Senior Manager - Customer Success (SaaS)

TL;DR

Senior Manager - Customer Success (SaaS): Leading and scaling the UKI customer success team to drive retention, expansion, and long-term value for Enterprise and Mid-Market clients with an accent on operational excellence and data-driven strategy. Focus on mentoring a high-performing team, fostering executive-level relationships, and shaping regional customer success frameworks.

Location: Must be based in London, United Kingdom

Company

hirify.global builds uncomplicated, enterprise-grade service software that delivers exceptional customer and employee experiences, trusted by over 72,000 companies worldwide.

What you will do

• Lead and mentor a team of 8 Customer Success Managers across multiple European markets.
• Drive customer retention, expansion, and advocacy within Enterprise and Mid-Market segments.
• Build and implement scalable, data-driven frameworks for success plans and health monitoring.
• Partner cross-functionally with Sales, Product, Support, and Marketing to align on expansion strategies.
• Act as an executive sponsor for strategic accounts to foster outcome-driven relationships.
• Represent the Voice of the Customer to influence global strategy and best practices.

Requirements

• 8+ years of experience in Customer Success, Account Management, or Consulting within the SaaS industry.
• 3+ years of experience leading and scaling customer-facing teams, ideally across multiple European markets.
• Proven track record of driving retention, expansion, and advocacy in Enterprise and Mid-Market accounts.
• Strong cross-functional influence and executive communication skills.
• Analytical and strategic leadership experience using CS and BI tools.

Culture & Benefits

• Inclusive environment welcoming colleagues of all backgrounds and identities.
• Commitment to diversity, equity, and inclusion in the workplace.
• Opportunity to shape regional strategy and impact global customer success operations.
• Focus on professional growth, purpose, and passion-driven work.