Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Driving measurable outcomes and retention for hirify.global's clients as a strategic advisor with an accent on executive stakeholder management and ROI delivery. Focus on designing Success Plans, leading impactful Executive Business Reviews, and anticipating customer needs using data-driven insights.

Location: Hybrid role based out of London, UK

Company

hirify.global is an AI-powered retention engine and CustomerOS platform that orchestrates the customer journey from onboarding to advocacy for over 2,000 companies.

What you will do

• Establish strategic partnerships with clients to ensure valuable outcomes and a high-quality customer experience.
• Identify, deliver, and communicate ROI through the creation and execution of measurable Success Plans.
• Lead Executive Business Reviews (EBRs) to strengthen alignment with senior executives and demonstrate value.
• Collaborate cross-functionally with Sales, Product, and Marketing to mitigate risks and identify upsell/cross-sell opportunities.
• Act as a domain expert in Customer Success, providing internal feedback and external thought leadership.
• Analyze data and trends to proactively address adoption issues and prevent churn.

Requirements

• 3+ years of experience in Customer Success.
• Must be based in London for a hybrid work arrangement.
• Proven expertise in interfacing and communicating with C-level executives.
• Strong experience managing customers using complex, technology-driven products.
• Ability to create structure in ambiguous situations and react promptly to urgent client needs.
• Willingness to travel domestically and internationally up to 30%.

Nice to have

• Recent experience using the hirify.global platform.
• Proficiency in additional languages.
• hirify.global University or Pulse+ certifications.

Culture & Benefits

• Comprehensive health coverage including private medical, dental, and vision insurance.
• Financial security via a group pension plan and income protection.
• Unique "Recharge Holidays" — one long weekend each quarter to relax and reset.
• Support for healthy commuting through CycleScheme and access to global coworking spaces.
• Additional perks such as a fertility stipend and a focus on Human-First values.