Enterprise Customer Success Manager (HRTech)

Location: UK, United Kingdom; hybrid, with 2 days per week at the Covent Garden office. Temporary remote working from anywhere in the world is available for up to two months after six months of employment.

Company

hirify.global is a fast-growing global HR platform helping mid-sized businesses transform workforce management and engagement, serving more than 3,000 companies worldwide since 2015.

What you will do

• Own success strategies and tailored account plans for complex customers, aligned with business objectives, adoption milestones, stakeholder engagement, risks, and growth opportunities.
• Build multithreaded relationships across HR, People, IT, Finance, and executive stakeholders, creating alignment around shared outcomes.
• Lead Executive Business Reviews, roadmap discussions, adoption workshops, product enablement sessions, success planning, and technical deep dives.
• Use customer health, product usage, engagement, and commercial data to identify risks and opportunities, diagnose their causes, and take proactive action.
• Partner with Product, Engineering, Services, Support, Account Managers, and Renewal Managers on integrations, technical requirements, product limitations, retention, renewals, expansion, and revenue growth.
• Represent the customer internally, communicate measurable value and ROI, maintain strategic account documentation, and use AI and customer-intelligence tools to improve account preparation and engagement quality.

Requirements

• Proven Customer Success or strategic SaaS Account Management experience in a complex B2B software environment.
• Experience personally owning strategic customers with meaningful recurring revenue responsibility and navigating complex, multistakeholder organisations.
• Strong strategic account-management, commercial, ownership, judgement, prioritisation, and decision-making skills.
• Experience with complex software products, including integrations, technical requirements, implementation challenges, or product limitations, and confidence partnering with Product and technical teams.
• Experience contributing directly to retention, renewals, expansion, and revenue growth, including proactively identifying growth opportunities.
• Experience building relationships across multiple functions and seniority levels, influencing and challenging senior stakeholders when required.
• A data-driven approach using adoption, usage, health, and commercial signals to prioritise activity and measure customer value.
• Ability to connect product capabilities to customer business objectives and communicate value in clear, commercially relevant terms.
• Excellent communication and presentation skills, including simplifying complex topics and communicating clearly with executives; curiosity and technical aptitude; comfort working in a fast-moving environment.

Nice to have

• Experience in HRTech or PeopleTech.

Culture & Benefits

• Permanent employment with hybrid working from day one and a work-from-home allowance.
• Competitive compensation, benefits, pre-IPO equity, cash allowance through the benefits platform, annual vision allowance, and pension auto-enrolment from day one.
• 25 days of annual leave, birthday leave, quarterly Bob Balance Days, and two Social Impact days per year.
• Annual Unmind subscription, wellness benefits, travel support, cycle scheme, and season ticket loans.
• Employee referral and ambassador programmes, company and team social events, and a culture focused on authenticity, ambition, precision, growth, and high performance.