Senior Client Success Manager (eCommerce)

TL;DR

Senior Client Success Manager (eCommerce): Managing a portfolio of strategic accounts to drive retention, satisfaction, and growth through strategic onboarding and business reviews with an accent on B2B SaaS account management and executive relationship building. Focus on driving measurable client success, managing the renewal process, and identifying upsell/cross-sell opportunities.

Location: Must be based in the United Kingdom (Remote)

Company

hirify.global is a global commerce network providing a platform for brands and retailers to optimize operations and scale product offerings across hundreds of channels.

What you will do

• Serve as the primary relationship owner for strategic accounts throughout the full lifecycle from onboarding to renewal.
• Lead implementation efforts and conduct regular business reviews to align hirify.global's solutions with client business objectives.
• Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies.
• Identify and nurture upsell and cross-sell opportunities to help clients realize additional value.
• Own and execute the renewal process, collaborating with Sales, Legal, and Finance on contract terms and pricing.
• Coach and mentor less experienced Client Success Managers to elevate team capabilities.

Requirements

• 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
• Must be based in the United Kingdom.
• Proven ability to support strategic accounts with complex stakeholder landscapes and high revenue potential.
• Proficiency with Salesforce and experience using AI tools such as Co-Pilot for operational efficiency.
• Prior experience in the eCommerce or eCommerce SaaS industry.
• Strong executive presence and experience managing high-stakes conversations and escalations.

Nice to have

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years of progressive experience in client-facing roles.
• Proficiency with Client Success platforms like Gainsight.
• Experience leveraging data-driven insights (NPS, CSAT, adoption metrics) to guide decisions.

Culture & Benefits

• Remote-first working conditions with a £45/month internet stipend.
• Comprehensive health coverage including Private Medical Insurance and a Health Cash Back Plan.
• Competitive time off: 25 days PTO, 8 company holidays, 2 floating holidays, and wellness days.
• Pension plan with a 4% company match.
• Professional development stipend and learning and development offerings.
• Life insurance, disability benefits, and access to wellbeing tools like the Calm App.