Customer Success Manager (SaaS)

Location: UK, United Kingdom; hybrid working

Company

hirify.global is a global SaaS HR platform helping mid-sized businesses manage and engage their workforces.

What you will do

• Manage a portfolio of accounts with a focus on renewals, expansion, adoption, engagement, and business impact.
• Build account-specific relationship frameworks covering status calls, quarterly business reviews, documentation, references, and success planning.
• Act as a trusted advisor by understanding customers’ HR objectives, tailoring use cases, and developing success plans.
• Monitor account health, identify risks and opportunities, protect revenue, and develop churn mitigation strategies.
• Advocate for customers internally and collaborate with Product, Development, Marketing, and Sales teams.
• Deliver product enablement and meet gross retention, net retention, CSAT, and NPS targets through data-driven planning.

Requirements

• Experience in SaaS account management or customer success, owning an EU book of business with net retention targets.
• Experience in a client-facing B2B role and communicating effectively with C-suite stakeholders.
• Fluent English required.
• Tech-savvy, curious, and experienced in using AI tools to improve productivity, streamline workflows, uncover insights, and scale impact.
• Experience with Salesforce and web-based technologies; executive project management skills.
• Strong work ethic, integrity, customer focus, and willingness to work in a fast-paced scale-up environment.

Nice to have

• Experience with SFDC, Asana, and/or ChurnZero.
• HR or HRM background.

Culture & Benefits

• Hybrid working from day one with a work-from-home allowance.
• Cash health insurance allowance, annual vision allowance, wellness benefits, and an UnMind subscription.
• 25 days of annual leave, quarterly company-wide balance days, birthday leave, and two social impact days.
• Travel support through a cycle scheme and season ticket loans.
• Pension scheme auto-enrolment from day one and pre-IPO equity.
• Temporary remote work from anywhere in the world for up to two months after six months of employment.