Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Managing strategic relationships with large, complex clients to drive product adoption, retention, and business value with an accent on HR transformation and stakeholder engagement. Focus on leveraging data-driven insights and AI tools to proactively identify risks, personalize engagement, and scale high-quality customer interactions.

Location: Must be based in the UK (Hybrid role).

Company

hirify.global is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce.

What you will do

• Build and execute tailored success and account plans aligned to customer business goals and adoption milestones.
• Lead high-impact engagements including Executive Business Reviews, roadmap discussions, and product enablement sessions.
• Translate customer health, usage, and risk signals into proactive actions to improve retention and long-term value.
• Partner with Account Managers and Renewal Managers to protect revenue and identify expansion opportunities.
• Maintain comprehensive account documentation, including stakeholder maps and executive-level account narratives.
• Utilize AI and customer intelligence tools to personalize engagement and improve account preparation.

Requirements

• 3–5 years of experience in Customer Success or SaaS Account Management managing large, complex accounts.
• Fluent in English with excellent communication and presentation skills for senior stakeholders.
• Proven ability to connect product capabilities to customer business goals and HR transformation priorities.
• Experience using customer health and engagement data to drive measurable adoption outcomes.
• Strong commercial acumen with experience supporting upsell and renewal strategies.
• Comfortable using AI and automation tools to improve productivity and documentation.

Nice to have

• Experience in HR tech environments.
• Familiarity with CRM and project management platforms.

Culture & Benefits

• Competitive compensation and pre-IPO equity.
• Hybrid working model from day one with home office setup allowance.
• 25 days annual leave plus company-wide Bob balance days.
• Cash allowance for health insurance and annual vision allowance.
• Pension scheme auto-enrolment from day one.
• Temporary remote work from anywhere in the world for up to 2 months per year (after 6 months of employment).