Customer Success Manager, SMB (SaaS)

TL;DR

Customer Success Manager, SMB (SaaS): Managing a high-velocity portfolio of SMB accounts across the UK and Europe to ensure customer retention and expansion with an accent on Net Revenue Retention (NRR) and relationship management. Focus on driving growth opportunities, reducing churn, and balancing personalized engagement with scalability.

Location: Hybrid (London, United Kingdom)

Company

hirify.global is an AI voice technology company that analyzes billions of calls to protect users and businesses from spam and scams worldwide.

What you will do

• Own a portfolio of SMB accounts in the UK and Europe with full accountability for renewals and expansion.
• Drive Net Revenue Retention (NRR) by identifying and executing growth opportunities within existing accounts.
• Manage a high volume of customer relationships efficiently in a fast-paced environment.
• Develop account strategies to balance short-term renewal objectives with long-term account health.
• Collaborate with Sales, Product, and Support teams to improve SMB customer outcomes.

Requirements

• 2-5 years of experience in Customer Success, Account Management, or Sales within a SaaS environment.
• Proven track record of ownership over renewals, expansions, or quotas.
• Strong commercial acumen and excellent communication skills.
• Ability to work independently and operate effectively in ambiguous environments.
• Must be based in London, UK (Hybrid).

Nice to have

• Experience managing SMB or Mid-Market customer segments.
• Experience working across UK and European markets.
• Exposure to conversation intelligence, caller ID, or communications technology.

Culture & Benefits

• 25 days holiday plus bank holidays.
• Comprehensive health package: private medical, dental, and vision (Vitality).
• Financial security: life insurance (2x salary) and salary sacrifice pension.
• Professional growth: $1,000 annual professional development budget and WFH equipment stipend.
• Office perks: onsite gym (Fora) and provided lunch 3x per week.